AccountId: 011433970860
ContactId: 270a0838-fe4a-47d0-8d98-98ffad944f18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168279 ms
Total Talk Time (AGENT): 73202 ms
Total Talk Time (CUSTOMER): 80840 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/270a0838-fe4a-47d0-8d98-98ffad944f18_20250523T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. This is [PII] calling from the Castle Children's Hospital. Can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, can you please spell out your name for me?
[AGENT][NEUTRAL] It's [PII]. And what can we help you with today, [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah, I would like to check on the patient and benefits. Can you please assist me on that?
[AGENT][POSITIVE] Yes, I can look at eligibility and benefits for you. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, can.
[CUSTOMER][NEUTRAL] 385
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Sure. The policy number is 129.
[CUSTOMER][NEUTRAL] 729
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 8.
[CUSTOMER][NEUTRAL] You got it?
[AGENT][NEUTRAL] Yes, uh, what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Sure, the last name is [PII], Finance is the last name and first name is [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, do you have her date of birth?
[CUSTOMER][NEUTRAL] Sure, I do have that. [PII].
[AGENT][NEUTRAL] Perfect, thank you so much for verifying all of that, [PII]. Yes, I appreciate that. So this policy did terminate, uh, [PII]. However, if you'll give me one moment, I'll see if uh they have one that's active. It could just be a different policy number. Bear with me just a moment.
[CUSTOMER][NEUTRAL] 0930205.
[CUSTOMER][NEUTRAL] OK, OK. Mhm.
[CUSTOMER][POSITIVE] Oh, sure, OK. Take your time.
[AGENT][NEUTRAL] OK, so the last policy that they had with us, uh, terminated in [PII], so they currently do not have an active policy with us.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Oh, it's inactive, right?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] So this policy is inactive, right?
[AGENT][NEUTRAL] But they don't have any active policies with us at this time.
[CUSTOMER][NEUTRAL] Oh, OK. Thanks for the confirmation. Do you have any card for this call?
[AGENT][NEUTRAL] Sure, it would be my first name, last initial, and today's date. Um my name is spelled [PII] Yes, last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], just one thing, [PII], right?
[AGENT][NEUTRAL] Yes, and then my last initial is [PII].
[CUSTOMER][POSITIVE] OK, and today's thank, uh, thanks for the confirmation. Nice to talk with you. Have a great day.
[AGENT][POSITIVE] Of course. You too. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Bye bye take care.
[AGENT][NEUTRAL] You too.