AccountId: 011433970860
ContactId: 307b138b-da8b-48f1-8163-c40435c03d4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185380 ms
Total Talk Time (AGENT): 78742 ms
Total Talk Time (CUSTOMER): 72081 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/307b138b-da8b-48f1-8163-c40435c03d4e_20250115T16:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. This is [PII] calling from Marmont Pediatrics. I'm calling you just to confirm some information regarding one of our mortal patients.
[AGENT][NEUTRAL] OK, yeah, just needing to look at uh eligibility and benefits.
[CUSTOMER][NEUTRAL] Well, be to verify, yes, eligibility and benefit.
[AGENT][NEUTRAL] OK, yeah, I can check that for you [PII]. uh, first, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, um, callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] The policy number is 01605799ML8.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] The patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, um, I don't see that insured on this policy. This policy you gave me actually terminated in [PII]. If you give me one moment, I'll see if I have a newer one, which should be a different policy number.
[CUSTOMER][POSITIVE] Of course take your time.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, so I do see a newer policy with Jayden, uh, listed. However, this policy terminated [PII]. They don't have a newer one than this. This is their most current policy.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so it was October?
[AGENT][NEUTRAL] Uh, [PII], it is a different policy than the one that you gave me. This one does have Jayden listed, um, but yeah, there's they don't have one that's currently active.
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] OK, just one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] 3, thank you so much.
[CUSTOMER][POSITIVE] Let's verify something here it's very nice.
[CUSTOMER][NEUTRAL] OK, can you verify for me please your name again just to confirm documentation.
[AGENT][NEUTRAL] Uh, my name is [PII]
[AGENT][NEUTRAL] Was there anything else I can help you with [PII]?
[CUSTOMER][NEUTRAL] [PII], no thank you so much [PII], can you verify for me the reference number of this call?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my last initial is A.
[CUSTOMER][NEUTRAL] OK, so the last initial will be carrier A and then the date of service.
[AGENT][NEUTRAL] Uh, this today's date, so, uh, [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for the information and for the help.
[AGENT][NEUTRAL] All right, yeah.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too beautiful lady bye bye thank you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] So it's inactive.
[CUSTOMER][NEUTRAL] Different