AccountId: 011433970860
ContactId: 29638b01-5088-4a0a-8a79-d87b66853b40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159850 ms
Total Talk Time (AGENT): 75566 ms
Total Talk Time (CUSTOMER): 84467 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/29638b01-5088-4a0a-8a79-d87b66853b40_20250324T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], good morning. My name is [PII] from Emergency Pediatric Services. I have a child that went to the emergency room. I need to verify they're still active with APL for that data service.
[AGENT][POSITIVE] OK, Ms. [PII], I can help you with the eligibility of your patient. What is uh your, you're very welcome. What is your callback number, ma'am, just in case the call gets disconnected I can call you right back.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Sure, sure. Thank you. [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the last name is [PII]. The first name is [PII]. The date of birth is [PII], and the ID number is 0247446AM as in Mary, L as in Larry, 7.
[AGENT][NEUTRAL] OK, thank you, ma'am. Let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Like.
[AGENT][NEUTRAL] OK, let me make sure I got this policy correct. 0247446.
[AGENT][NEUTRAL] ML 7.
[CUSTOMER][NEUTRAL] Um, but after the 6, between the 6 and the M is a 4.
[AGENT][NEUTRAL] 4.
[AGENT][NEUTRAL] OK, let me try that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I don't think she has it, but I just, I need to verify anyway.
[AGENT][NEUTRAL] OK, 02474464 ML 7.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And can you give me mama's name just to make sure I've got it correct, the right policy pulled up?
[CUSTOMER][NEUTRAL] Yes, the uh mother's name is first name [PII] and last name is [PII] [PII] then [PII], first name [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And we're looking for um [PII], and I do not show that [PII] is active on this policy.
[CUSTOMER][NEUTRAL] OK. OK, so [PII] does not have to. OK, that's what I thought but you know, we always have to, we always have to call because they used to have it, so.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. I understand. I understand. Yes.
[CUSTOMER][NEUTRAL] You know how that is
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you, [PII], do you have a reference number?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][NEUTRAL] By chance.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] And Miss um [PII]?
[CUSTOMER][POSITIVE] OK. [PII], thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, no, no, we're fine thank you, [PII], you have a great day thank you thank you mhm bye bye.
[AGENT][POSITIVE] All right well you have a wonderful week calling APL.
[AGENT][NEUTRAL] Mm bye-bye.