AccountId: 011433970860
ContactId: 20c837c3-0729-4e1b-a398-7f284d5e8f92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196860 ms
Total Talk Time (AGENT): 57640 ms
Total Talk Time (CUSTOMER): 107394 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/20c837c3-0729-4e1b-a398-7f284d5e8f92_20250312T15:40_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling IPL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi there, my name is [PII]. I'm calling from Nicholas Children's Hospital calling to get some benefits for a patient. Um, do you mind if I put you on hold for just 5 seconds?
[AGENT][POSITIVE] Sure, no problem.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] We appreciate your call to Nicholas Children's Nervere Chowdhury Midtown Center. Your call is important to us, and we look forward to serving you. Please continue to hold. [PII] at Nicholas Children's Nerve Chowdhury Midtown Center. It's more important the paratrosiaro de Nuestro person esterraus momentaniamenteoravor moment.
[CUSTOMER][POSITIVE] Hi, I'm back. I'm so sorry.
[AGENT][POSITIVE] Oh, no problem. Um, [PII], how can I assist you?
[CUSTOMER][NEUTRAL] So I wanted to verify if a patient has um.
[CUSTOMER][NEUTRAL] If they're active with this insurance and if they are like what their benefits are.
[AGENT][NEUTRAL] I'm sure, I can assist you with benefits. Um, first, could I get a callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course [PII].
[CUSTOMER][NEUTRAL] [PII] hold on.
[CUSTOMER][NEUTRAL] Hold on hold on
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII], I need her to fill this out. Thanks, mom. Thanks, yeah, sorry about that. Yeah, [PII] that's a direct number.
[AGENT][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Policy is 01 uh hold on I'm sorry I'm.
[CUSTOMER][NEGATIVE] Visually impaired and it's just I can't see this number right now. I apologize.
[CUSTOMER][NEUTRAL] Let me just make this bigger.
[CUSTOMER][NEUTRAL] 019.
[CUSTOMER][NEUTRAL] 000.
[CUSTOMER][NEUTRAL] 16.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, and the number 7.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, [PII] date of birth [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. Um, I'm showing the effective date on this policy was [PII] and this policy expired [PII], and I'm not showing any active policies in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, great. OK, no problem. I'm sorry you you said your name was?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] [PII] is there a call reference number for today?
[AGENT][NEUTRAL] You can use my name and today's date for the reference number.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate your time.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Mm thank you.