AccountId: 011433970860
ContactId: 38a36e46-61e3-48d4-ad2f-c1bcaa5184ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142529 ms
Total Talk Time (AGENT): 56110 ms
Total Talk Time (CUSTOMER): 56970 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/38a36e46-61e3-48d4-ad2f-c1bcaa5184ce_20250106T20:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Nicholas Children's Hospital. I'm just calling to check benefits for a patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes. Um, it's [PII].
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01981869, the letter M.
[CUSTOMER][NEUTRAL] L 8
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mm thank you Miss [PII] um let me see if I have a new policy. This one is terminated. One moment.
[AGENT][NEUTRAL] Um, no, we don't have any active policies. Um, this one was effective from [PII] and it terminated [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, I'll go ahead and put that in the notes and then I'll remove the policy from there.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day. uh-huh, go ahead.
[CUSTOMER][NEUTRAL] Oh wait, can I?
[CUSTOMER][NEUTRAL] I was gonna say, can I get a good call reference number? Sorry.
[AGENT][NEUTRAL] You can use my name in today's date. We don't have reference numbers.
[CUSTOMER][POSITIVE] OK. All right, sounds good. Thank you. You have a good one.
[AGENT][NEUTRAL] Mm. You're welcome you as well. Do you need the spelling of my name? You got it.
[CUSTOMER][NEUTRAL] Um, is it [PII]?
[AGENT][NEUTRAL] Yes, mhm, last initial [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, sounds good. Thank you. You have a good one.
[AGENT][POSITIVE] OK, you're welcome. You too, Ms. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.