AccountId: 011433970860
ContactId: f9ae5065-65e7-42e3-a9a8-8b035ce16dfa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169179 ms
Total Talk Time (AGENT): 60105 ms
Total Talk Time (CUSTOMER): 78040 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/f9ae5065-65e7-42e3-a9a8-8b035ce16dfa_20250514T12:29_UTC.wav
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[CUSTOMER][POSITIVE] We appreciate your call to Nicholas Children's West Kendall Outpatient Center. Your call is important.
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] This is [PII] with American Public Life. May I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? This is [PII] from Nicola Childland Hospital. I just wanted to verify, uh, one of your members please.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] This is Nicola Children's Hospital.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]. Do you want a receipt?
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] Sure, it is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 2491293
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Company
[CUSTOMER][NEUTRAL] The patient's name is um [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you wanted to know if the policy was active?
[CUSTOMER][NEUTRAL] Yeah, if it's active and if he has any coverage for um.
[CUSTOMER][NEUTRAL] Here you go for um urgent care services.
[AGENT][NEUTRAL] OK. I can help you with that. The effective date is [PII].
[AGENT][NEUTRAL] Any benefits given over the phone is not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy does coordinate with the primary insurance.
[AGENT][NEUTRAL] Whatever the primary applies to their deductible, co-pay, or co-insurance for outpatient, we'll pay up to $1000 per calendar day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1000 per color and day.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, any, uh, well, I guess they're available for his calendar day. OK. May I, what's, what was your name again?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Thank you and uh it will be the today's date it will be the.
[AGENT][NEUTRAL] Yes, ma'am, my name and today's date.
[CUSTOMER][POSITIVE] The one for um OK thank you so much bye bye.
[AGENT][POSITIVE] Thank you, Consuelo for calling.