AccountId: 011433970860
ContactId: 2a5add97-4898-45e9-873a-256c4b6453d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277459 ms
Total Talk Time (AGENT): 93402 ms
Total Talk Time (CUSTOMER): 157747 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/2a5add97-4898-45e9-873a-256c4b6453d1_20250117T20:41_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, good, good evening. This is [PII] calling from Micros Children's Hospital. May I know your name one second, please?
[AGENT][NEUTRAL] [PII], my name is [PII].
[CUSTOMER][POSITIVE] [PII]. I got it. Thank you so much.
[AGENT][NEUTRAL] And then, can I get a
[AGENT][NEUTRAL] You're welcome. Can I get a good callback number?
[CUSTOMER][NEUTRAL] Sure, the callback that's gonna be [PII].
[AGENT][NEUTRAL] Thank you [PII]. What is the policy number?
[CUSTOMER][POSITIVE] Sure, thanks for asking. Just a moment, [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] Thank you so much for patiently waiting on the line. The policy number starts with 136.
[CUSTOMER][NEUTRAL] 286, M as in Michael, L as in Lima, number 7.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is [PII], and the date of birth will be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said policy number 136286?
[CUSTOMER][NEUTRAL] M L
[CUSTOMER][NEUTRAL] Number 7, M like Michael, L like Lima, and number 7.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] That policy number is missing a digit.
[CUSTOMER][NEUTRAL] One digit is missing?
[AGENT][NEUTRAL] You said 136, yeah, 136286 is one number short of a policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, no problem. Just a moment. I, I need to check in a card copy of the patient.
[CUSTOMER][NEUTRAL] Oh my God. I don't find any card copy for the patient, but uh here I see 1136286 M like Michael, L like Lima, and number 7.
[AGENT][NEUTRAL] Yeah, it's still missing a number. What is the, can you spell the patient's last name?
[CUSTOMER][NEUTRAL] Sure, sure. The last name spells [PII].
[AGENT][NEUTRAL] And what is the first name?
[CUSTOMER][NEUTRAL] It's [PII] and that's spells like [PII] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Sure. That, that is [PII].
[AGENT][NEUTRAL] OK. I did find the policy number. It's just missing one number.
[CUSTOMER][POSITIVE] Sure, sure. Will you please update the correct, correct member ID to me? Thank you so much, [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I certainly will. The policy number is.
[AGENT][NEUTRAL] 136.
[AGENT][NEUTRAL] 3288, so it's 28 on the end.
[CUSTOMER][NEUTRAL] Uh I guess.
[CUSTOMER][NEUTRAL] OK. 3288 ML and then 7. Am I correct?
[AGENT][NEUTRAL] That is correct. So it's 1363288 ML 7.
[CUSTOMER][POSITIVE] Thank you, thank you.
[CUSTOMER][POSITIVE] Sure, got it. Thank you so much for the information. And may I know the effective date of this patient's plan?
[AGENT][POSITIVE] Oh my good
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] The policy termed on [PII].
[CUSTOMER][NEUTRAL] Just a moment. Currently, the policy is termed, correct?
[AGENT][NEUTRAL] That is correct since [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Um, then the patient is no longer, no longer active with them.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, just to reconfirm, the policy effective from [PII] and the term date will be [PII], it was, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you so much for the information, [PII] and. May I know the reference number for this call?
[AGENT][POSITIVE] The reference number would be my name in today's date. [PII], it's a pleasure to assist you with that eligibility. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, I got it, got it. Thank you so much for the information and have a great rest of your day. Take care and bye-bye for now. Happy.
[AGENT][POSITIVE] I hope you have a great day as well, and thank you for calling APL. Happy weekend, [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You gotta live on that.