AccountId: 011433970860
ContactId: 26c58f98-ff11-4b06-b420-376d1cf1d07c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110940 ms
Total Talk Time (AGENT): 44019 ms
Total Talk Time (CUSTOMER): 43085 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/26c58f98-ff11-4b06-b420-376d1cf1d07c_20250512T13:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from Namore's Children's Health. Just trying to verify if the insurance is active or not for a patient.
[AGENT][POSITIVE] Alright, I'm happy to check on eligibility.
[CUSTOMER][NEUTRAL] Oh, hello?
[AGENT][POSITIVE] Sorry about that. I don't know what happened. I'm happy to, you're right. I'm happy to check that for you. What's your policy number?
[CUSTOMER][NEGATIVE] I know I was like, oh, there was a glitch.
[CUSTOMER][NEUTRAL] It's 01947648.
[AGENT][POSITIVE] All right, thank you. And
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The last name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] First name, [PII].
[AGENT][NEUTRAL] All right. And then date of birth [PII] [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. So looks like uh patient is active. The effective date on here is [PII]. We are the members secondary insurance, so this covers deductible, co-pay, co-insurance, a primary does not.
[CUSTOMER][POSITIVE] OK, great, yeah, they have a primary as well. Awesome that is all I needed. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you, you too, [PII]. Mm, bye bye.
[AGENT][NEUTRAL] Bye bye.