AccountId: 011433970860
ContactId: 24b701d4-11b6-4358-8e2f-54a5e56a02ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81900 ms
Total Talk Time (AGENT): 29237 ms
Total Talk Time (CUSTOMER): 28522 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/24b701d4-11b6-4358-8e2f-54a5e56a02ac_20250502T18:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Nicholas Children's Hospital. I needed to verify eligibility and benefits for patients.
[AGENT][NEUTRAL] OK, do you have, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good policy number?
[CUSTOMER][NEUTRAL] I have 01480322.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], last name is [PII] [PII].
[AGENT][NEUTRAL] So the policy effective [PII]. It is currently active.
[AGENT][NEUTRAL] And it is for outpatient benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, not a guarantee of payment, basic outline of the policy. Uh, they have a $500 per calendar day maximum benefit payable.
[CUSTOMER][NEUTRAL] OK, alright, and is there a reference number for the call?
[AGENT][NEUTRAL] That's just my name, [PII], and today's date. And anything else I can help with, [PII]?
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][POSITIVE] No that is it. I appreciate it thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too.