AccountId: 011433970860
ContactId: f73a12b0-df83-426f-8a91-d7f301e15b9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158020 ms
Total Talk Time (AGENT): 69641 ms
Total Talk Time (CUSTOMER): 50000 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/f73a12b0-df83-426f-8a91-d7f301e15b9d_20250429T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Nicholas Children's Hospital and it's for benefits on um patient that's coming in for an ultrasound, outpatient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, may I please have a callback number and then the policy number?
[CUSTOMER][NEUTRAL] Sure. [PII] is my number is [PII].
[AGENT][NEUTRAL] Policy number?
[CUSTOMER][NEUTRAL] 02609742
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And this is done within an outpatient facility or an office setting?
[CUSTOMER][NEUTRAL] It's an outpatient hospital.
[AGENT][NEUTRAL] OK. I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And verification of coverage does not guarantee the payment of the claim. You're calling in for outpatient benefits. This member does have up to $5000 per calendar year that will go towards the primary insurance deductible, co-insurance, or co-pay. This policy is for sickness and injury only. It will not cover any preventative or wellness. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Do you have um uh what, what has been met so far for the year?
[AGENT][NEUTRAL] Let me check it for you.
[AGENT][NEUTRAL] As of right now, the member has used the total amount of $67.74.
[CUSTOMER][NEUTRAL] OK. Thank you. Do you have a call reference number for me?
[AGENT][NEUTRAL] The call reference will be my first name [PII], last initial of [PII], and today's date.
[CUSTOMER][NEUTRAL] Can you spell your first name, please?
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][POSITIVE] That's pretty. Thank you so much. Have a beautiful week.
[AGENT][POSITIVE] Thank you. You're welcome.
[AGENT][POSITIVE] Same to you and thank you so much for calling American Public Life. Enjoy the rest of your day.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.