AccountId: 011433970860
ContactId: fb45fb79-2ed1-43e3-9228-a2867b2075f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125000 ms
Total Talk Time (AGENT): 43708 ms
Total Talk Time (CUSTOMER): 51134 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/fb45fb79-2ed1-43e3-9228-a2867b2075f3_20250428T16:04_UTC.wav
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[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII]. I work at Nicholas Children's Outpatient Center. I'm just calling in regards to a mutual client of ours. I wanted to check coverage and eligibility.
[AGENT][NEUTRAL] OK, I can help you with benefits and eligibility, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] Give me one second, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, I do. The policy number is 02353126.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] And what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It looks like the policy is effective [PII]. It's currently active.
[AGENT][NEUTRAL] And do you need outpatient benefits?
[CUSTOMER][NEUTRAL] Yes, uh, no, urgent care sorry.
[AGENT][NEUTRAL] Urgent care, OK.
[AGENT][NEUTRAL] This is not a guarantee of payment. It's a basic outline of the policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let me get this pulled up. One moment.
[AGENT][NEUTRAL] Um, so for this policy, they have a $2000 calendar year, uh, benefit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's the maximum payable per year.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] And what is your first and last name or last initial sorry.
[AGENT][NEUTRAL] Uh, first name is [PII], first initial to last name is [PII], and then my name and today's date is the reference number. And anything else I can help with?
[CUSTOMER][POSITIVE] No thank you so much I really appreciate it have a lovely day.
[AGENT][POSITIVE] Hey, thanks for calling APL you as well.
[CUSTOMER][NEUTRAL] Bye bye.