AccountId: 011433970860
ContactId: 10739e86-230f-44d2-8b16-76190d60ccf5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126239 ms
Total Talk Time (AGENT): 54837 ms
Total Talk Time (CUSTOMER): 68350 ms
Interruptions: 1
Overall Sentiment: AGENT=2.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/10739e86-230f-44d2-8b16-76190d60ccf5_20250122T21:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon.
[CUSTOMER][NEUTRAL] Yes, is our security there? Hi, yes, my name is [PII]. Um, just give me one moment please.
[AGENT][NEUTRAL] How may I help you?
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Hi, sorry about that. My name is [PII]. I'm calling from Nicholas Children's Urgent Care, and I'm calling because, um, we had a patient on the date of service [PII], and I just need to confirm that, um, they're active with the APL plan.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you. What is a good callback number?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] We have a storage closet.
[CUSTOMER][NEUTRAL] Down all the way down the hall to the left.
[CUSTOMER][NEUTRAL] Hi, hello?
[AGENT][NEUTRAL] I do apologize. That's me this is 786-268.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] 8610. Thank you. I didn't put enough 8s. Thank you. It'll be my pleasure to help you with eligibility. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] That I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you gonna find one for our um the policy number is 02363940 ML and the number 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[AGENT][POSITIVE] All right, thank you. It'd be my pleasure to help you with that eligibility. I am showing [PII]'s policy is active. Effective date is [PII] and current.
[AGENT][NEUTRAL] And this is a secondary policy to the policyholders Ma Medical. Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Yes, is there a reference number with uh for this call?
[AGENT][NEUTRAL] You can use my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] OK great thank you so much, [PII].
[AGENT][POSITIVE] And thank you for calling APO Tasmine. It was a pleasure to assist you. Hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you you too.