AccountId: 011433970860
ContactId: 45c04a9a-a481-43f3-b195-cf878bb5699f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135779 ms
Total Talk Time (AGENT): 40393 ms
Total Talk Time (CUSTOMER): 67969 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/45c04a9a-a481-43f3-b195-cf878bb5699f_20250530T13:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII] and I'm calling for Nicholas Children's Hospital, and I want to check the patient eligibility and benefits.
[AGENT][NEUTRAL] OK, I can verify benefits and eligibility for you, [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Mhm. Sure. And the policy number, it is 02042058 M as in Mike L as in Lima and the number 8.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mm sure.
[CUSTOMER][NEUTRAL] And the call back it is [PII] is it [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sure, patient name is the first name it is [PII].
[CUSTOMER][NEUTRAL] [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK, I'm showing his effective date is [PII]. He is active on the policy and what benefits are needing for this patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is for the specialist office visit for medical.
[AGENT][NEUTRAL] Office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Mhm. Of it's not covered under the policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you so much and your name please.
[AGENT][NEUTRAL] It's [PII], last initial [PII]
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Can I get the reference number for this call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Yeah, I can use your, your name and today's date. Thank you so much, [PII]. You have been extremely helpful and have a wonderful day.
[AGENT][POSITIVE] Alright you too thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Mhm. Mhm. Take care. Bye-bye. Bye-bye.
[AGENT][NEUTRAL] Mhm.