AccountId: 011433970860
ContactId: 310e45d4-59d3-451a-a7f6-340df97f64c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122849 ms
Total Talk Time (AGENT): 42256 ms
Total Talk Time (CUSTOMER): 66219 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/310e45d4-59d3-451a-a7f6-340df97f64c4_20250320T18:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII] calling from Nicholas Children's Hospital provider's office. Can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, I would like to check on the patient's eligibility. Can you please assist me on that, [PII]?
[AGENT][NEUTRAL] I can verify eligibility, [PII]. May I have a policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] So, the policy number is 018.
[CUSTOMER][NEUTRAL] 26
[CUSTOMER][NEUTRAL] 184
[CUSTOMER][NEUTRAL] M as in Mike. [PII]. H.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Sure, [PII]. The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. Patient's last name is [PII] and the first name is [PII], [PII]
[CUSTOMER][NEUTRAL] And the date of this [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This policy is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And 11 [PII] 20,190 am I right?
[AGENT][NEUTRAL] 11 [PII]. That is correct.
[CUSTOMER][NEUTRAL] Oh, OK. And I just want to confirm your secondary Emirate.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Oh, OK, thanks for the confirmation. Do you have any questions for this call, [PII]?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, this is enough. I mean, [PII]. Thanks for the conversation. Nice to talk with you. Have a great day. Thanks for assisting.
[AGENT][POSITIVE] [PII], thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too. Bye-bye. Thank you.