AccountId: 011433970860
ContactId: 399824c2-7c0f-436d-a3a1-26e09e24ca9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129500 ms
Total Talk Time (AGENT): 44918 ms
Total Talk Time (CUSTOMER): 63019 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/399824c2-7c0f-436d-a3a1-26e09e24ca9a_20250313T14:43_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Nicholas Children Hospital. How are you?
[AGENT][NEUTRAL] I am fine, [PII], and yourself?
[CUSTOMER][POSITIVE] Yeah, I'm doing great as well thanks for asking so I'm calling in to uh to know the patient's eligibility would you be able to assist me with that?
[AGENT][NEUTRAL] Uh yes, sir. I can verify eligibility for you. Uh, what is the policy number, please?
[CUSTOMER][NEUTRAL] So that will be 1452991.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] OK, thank you. And [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, sure, I do have one so my callback number is [PII], uh, with the extension of [PII].
[AGENT][NEUTRAL] OK. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Sure, patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK. Give me one moment to see if they have a current policy. I'm trying this policy terminated [PII], and I don't sure they have any active coverage with us.
[CUSTOMER][NEUTRAL] OK, so they were terminated on [PII]?
[AGENT][NEUTRAL] Correct, the policy terminated [PII].
[CUSTOMER][NEUTRAL] OK, and there is no any other active insurance as of now, right?
[AGENT][POSITIVE] Correct, yes, sir.
[CUSTOMER][NEUTRAL] OK, OK, thank you for that once again. So one last question, would you be able to uh spell out your name for me please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] OK, thank you, uh, once again, so may I have a call reference number for this call?
[AGENT][NEUTRAL] Uh, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK, thank you once again it's been an absolute pleasure talking to you uh have a wonderful day.
[AGENT][POSITIVE] Alright, you too, [PII], thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye.