AccountId: 011433970860
ContactId: 1c49da6a-bade-45f5-9784-d945e1f14d0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176520 ms
Total Talk Time (AGENT): 92229 ms
Total Talk Time (CUSTOMER): 52729 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/1c49da6a-bade-45f5-9784-d945e1f14d0c_20250616T15:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Nicholas Children's Hospital today. Um, we had a patient that was seen here a couple days ago, and I just need to make sure that their gap insurance is active for that data service.
[AGENT][POSITIVE] OK, I'd be glad to help you and you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, [PII], thank you for that information and I will be glad to help you go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] The policy number is 02298880.
[AGENT][NEUTRAL] How about the jazz.
[AGENT][NEUTRAL] Thank you for that. Now, while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Alright, thank you for that, [PII]. Now your patient's name and date of birth.
[CUSTOMER][NEUTRAL] The patient should be a dependent on the plan. [PII]. Date of birth um [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I yeah, I do see that he is a dependent on this medical supplemental plan, and you're checking to see if this uh policy is active. Is that correct?
[CUSTOMER][POSITIVE] That's correct on the effective date.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Alright, let's see. I do show the original effective date is [PII], but I do show that this medical supplemental plan here at APL is terminated on [PII]. So hang on and let me see if they just flipped to a different number maybe. So hang on just a second, [PII], let me just do some checking.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let's see. Oh, yes, ma'am.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Alright, I do not see an active plan here at APL, so this patient does not have an active plan as of [PII], [PII].
[CUSTOMER][POSITIVE] All right, thank you so much. Uh, could I get a reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, is that all that I can answer for you today, [PII]?
[CUSTOMER][NEUTRAL] Yes, that'll be all for today.
[AGENT][NEUTRAL] Alright, well, we don't give reference numbers, but you can use my name in today's date, [PII], and my name is [PII] spelled [PII]
[CUSTOMER][POSITIVE] All right perfect thank you so much I hope you have a great rest of your day.
[AGENT][POSITIVE] Yes, ma'am. You as well, [PII], and thank you so much for calling APL Papa.
[CUSTOMER][POSITIVE] Thank you bye bye.