AccountId: 011433970860
ContactId: 3f9fd20d-1a98-46ab-ba41-914823c9f673
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171880 ms
Total Talk Time (AGENT): 46219 ms
Total Talk Time (CUSTOMER): 47731 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/3f9fd20d-1a98-46ab-ba41-914823c9f673_20250407T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from the Nico Children's Hospital. I'm just checking your patient eligibility and benefits.
[AGENT][NEUTRAL] OK, [PII], I can help you with the um eligibility and benefits of the patient. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, sure. Give me a moment.
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] with the extension of [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The policy number is 125.
[CUSTOMER][NEUTRAL] 357
[CUSTOMER][NEUTRAL] 8 M as in Mike, L as in Lima.
[CUSTOMER][NEUTRAL] The number 8
[CUSTOMER][NEUTRAL] And the member's first name is [PII] and the last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy for us real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no active. The policy terminated on [PII].
[CUSTOMER][NEUTRAL] So is there any other active product for this member?
[AGENT][NEUTRAL] Let me look real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, sir. There are no active policies.
[CUSTOMER][NEUTRAL] OK, thank you for that. And what is the call reference number for conversation, [PII]?
[AGENT][NEUTRAL] You can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] OK, sir. Thank you for providing all this information. Have a wonderful day. Stay safe and bye-bye.
[AGENT][POSITIVE] You too, [PII]. Yes, thank you, sir. You have a good day also. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye bye.