AccountId: 011433970860
ContactId: 4b737d98-03ba-4241-80be-1718cc89bd6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124519 ms
Total Talk Time (AGENT): 46089 ms
Total Talk Time (CUSTOMER): 62628 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/4b737d98-03ba-4241-80be-1718cc89bd6b_20250603T15:09_UTC.wav
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[CUSTOMER][NEUTRAL] Like.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] No, no
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Nicholas Children's Hospital to determine if one of our patients are active with you guys.
[AGENT][NEUTRAL] OK. I can help you with um eligibility of the patient. May I please get your, yes, no problem. Can I get your name and your callback number?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, of course, my name is [PII] and my last name initial is [PII]. The phone number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So her name is gonna be [PII]. Her date of birth is [PII], and then the policy number is 01629106ML8.
[AGENT][NEUTRAL] OK, let me pull up her policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I do show that Miss [PII] does have an active policy with us. The effective date of her policy is [PII], and the policy is current and active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect thank you so much and what was your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Perfect. And is there a reference number for this call or can I use your name and today's date?
[AGENT][NEUTRAL] You can use my name in today's date.
[CUSTOMER][POSITIVE] OK perfect thank you so much and what's your last name initial?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] OK perfect alrighty have a good day thank you.
[AGENT][POSITIVE] You have a good day too, and thank you for calling APL Miss [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.