AccountId: 011433970860
ContactId: 4f207c7f-228e-4674-b852-608e68ed8422
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161070 ms
Total Talk Time (AGENT): 36373 ms
Total Talk Time (CUSTOMER): 79673 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/4f207c7f-228e-4674-b852-608e68ed8422_20250513T14:12_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from uh Nicholas Children Hospital. How are you?
[AGENT][NEUTRAL] I'm doing fine. How are you, [PII]?
[CUSTOMER][POSITIVE] Yeah, I'm doing great as well thank you for asking so uh I'm calling in to know the member's eligibility would you be able to assist me with that?
[AGENT][POSITIVE] Yes, I can help you with that. Do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yeah, sure, uh, my callback number would be [PII], uh, with the extension of [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I do have, so the policy number would be 02430725 M as in mango, L as in Lima.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] Sure, uh, the patient's name is [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] That'll be [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were needing benefits?
[CUSTOMER][NEUTRAL] Um, uh, I wanna know whether this member is active and their benefits.
[AGENT][NEUTRAL] OK, I can look that up for you just a moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, this policy canceled [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, so is there any other active policy as of now?
[AGENT][NEUTRAL] No, I just looked.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Policy is inactive uh as of [PII], am I correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, uh thank you for that, uh, information, [PII]. So, uh, that's pretty much it and, uh, so may I have a good call reference number for this call?
[AGENT][NEUTRAL] We didn't have call reference numbers you use my name in today's date.
[CUSTOMER][POSITIVE] All right, uh, that'll be good. OK, and once again, thank you, [PII]. It's been an absolute pleasure talking to you. Uh, have a wonderful day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.