AccountId: 011433970860
ContactId: 1937ae97-9e6b-48d0-b114-67b5478758a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126809 ms
Total Talk Time (AGENT): 47158 ms
Total Talk Time (CUSTOMER): 51448 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/1937ae97-9e6b-48d0-b114-67b5478758a4_20250509T15:36_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, yes. I just need to check if a patient is active with their plans still.
[AGENT][NEUTRAL] Yeah, ma'am, I can check eligibility for you. May I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII] and I'm calling with Driscoll Children's Hospital. The callback number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, I have [PII], and her date of birth is [PII], and then the ID number that I have on file is.
[CUSTOMER][NEUTRAL] 01868865
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] And everything is current.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, and she is the subscriber?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Yes, OK, perfect, and can I just get your name one more time? I'm so sorry.
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] OK. And then just a reference number.
[AGENT][NEUTRAL] You can use my name and today's date.
[CUSTOMER][POSITIVE] OK, perfect. That is all I needed thank you so much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. I hope you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.