AccountId: 011433970860
ContactId: 3fd6eed9-0526-43b0-ba37-77dd0f38c766
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159179 ms
Total Talk Time (AGENT): 74330 ms
Total Talk Time (CUSTOMER): 42264 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/3fd6eed9-0526-43b0-ba37-77dd0f38c766_20241230T16:44_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you? This is [PII] from Nicholas Children.
[AGENT][POSITIVE] Good morning. I'm fine and thank you for asking. How are you today?
[CUSTOMER][POSITIVE] I'm good thank you ma'am. I'm just calling to get an eligibility eligibility check on a patient please.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. Do you mind spelling your name for documentation?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][POSITIVE] Thank you, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII], and it would be my pleasure to assist you with eligibility. What is the policy number?
[CUSTOMER][NEUTRAL] 11
[CUSTOMER][NEUTRAL] 23
[CUSTOMER][NEUTRAL] 086.
[AGENT][NEUTRAL] I'm sorry, it's my computer just.
[AGENT][NEUTRAL] Blanked out. Do you mind repeating repeating that number? Oh.
[CUSTOMER][NEUTRAL] No, no, of course, it's 11.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 23
[CUSTOMER][NEUTRAL] 086.
[AGENT][NEUTRAL] One.
[CUSTOMER][NEUTRAL] ML 5.
[AGENT][NEUTRAL] 11 230 86.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. What is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the date of birth for Zev?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Now I am checking for that eligibility for you [PII]. this policy actually turned in [PII], so I'm checking to see if they have any active coverage.
[AGENT][NEUTRAL] They did have another policy and Zev was.
[AGENT][NEUTRAL] On that policy, but it turned.
[AGENT][NEUTRAL] On [PII] I show no current coverage for Ziv.
[CUSTOMER][POSITIVE] OK, OK, perfect. OK, thank you so much OK?
[AGENT][POSITIVE] It's been my pleasure to assist you. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, no, that's it.
[AGENT][POSITIVE] [PII], thank you for calling APL and I hope you have a wonderful day and happy New Year.
[CUSTOMER][POSITIVE] Thank thank you. Happy New Year, take care.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] OK.