AccountId: 011433970860
ContactId: 505688c2-1dac-4cd6-9f3f-4b1385d0494a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136059 ms
Total Talk Time (AGENT): 56660 ms
Total Talk Time (CUSTOMER): 63050 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/505688c2-1dac-4cd6-9f3f-4b1385d0494a_20250321T20:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII]. I'm calling from the Nicholas Children's Hospital to check the eligibility and benefits.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you. What is the callback number, please?
[CUSTOMER][NEUTRAL] OK. It will be [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And [PII], what is the policy number for the patient?
[CUSTOMER][NEUTRAL] OK. Um, policy number is 01845832 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you, and it would be my pleasure to help you with the eligibility and benefits for [PII], I'm showing that her policy is active. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. For
[CUSTOMER][NEUTRAL] Mhm. No, no, I just need to check, is it active?
[AGENT][NEUTRAL] It is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK, [PII] and uh is this a PPO plan or HMO plan?
[AGENT][NEUTRAL] It is neither. It is a secondary policy like a supplemental to the major policyholder's major medical policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, then, uh, thank you so much for this information. I'm done with this patient. Can I get your name in reference of the phone call?
[AGENT][NEUTRAL] Reference number is my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] First initial, last name, [PII].
[CUSTOMER][POSITIVE] OK, [PII], thank you so much for your assistance. Have a great day bye.
[AGENT][POSITIVE] My pleasure to assist you with that eligibility and benefits, [PII]. Thank you for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] You too, you too. Enjoy your weekend. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Um