AccountId: 011433970860
ContactId: 06103313-35db-4a76-95ab-a9c872ce534b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111699 ms
Total Talk Time (AGENT): 43443 ms
Total Talk Time (CUSTOMER): 58092 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/06103313-35db-4a76-95ab-a9c872ce534b_20250225T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling for Nicholas Children's Hospital, and I'm checking for the eligibility and benefits.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on eligibility and benefits today. Do you have a policy number?
[CUSTOMER][NEUTRAL] Mhm. Sure, it is 02430725 M as in Mike L as in Lima number 8.
[AGENT][NEUTRAL] Thank you, [PII]. And what's the patient name and date of birth?
[CUSTOMER][NEUTRAL] Sure, patient name is [PII] and his date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you so much. So, the patient plan effective date was [PII].
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Member plan terminated [PII]. No other active coverage with us at this time.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, the policy is turned on [PII] [PII], right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And the, the policy is termed, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And your, uh, and you said your name is [PII], right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much, sir, and can I get the reference number for this call?
[AGENT][NEUTRAL] Call reference is my name with my last initial and then today's date. The last initial to my name is [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII] and today's date, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Take care. Bye-bye and have a wonderful day.
[AGENT][NEUTRAL] You as well. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm you too