AccountId: 011433970860
ContactId: 5288309f-bb6f-4128-96e5-1823054b5066
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162160 ms
Total Talk Time (AGENT): 60962 ms
Total Talk Time (CUSTOMER): 82689 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/5288309f-bb6f-4128-96e5-1823054b5066_20250317T13:50_UTC.wav
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[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi this is [PII] calling from uh Nicholas Children Hospital. How are you?
[AGENT][POSITIVE] I'm good, thank you. How about you, Mr. [PII]?
[CUSTOMER][POSITIVE] Yeah I'm doing great as well thank you for asking.
[AGENT][NEUTRAL] OK, and how may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] So I'm calling in to uh know the member's eligibility. Uh, would you be able to uh assist me with that?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, sure, I can assist you with eligibility. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, uh, my callback number is [PII], uh, with the extension of [PII].
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Alright, thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure it's uh 02443500.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure. The name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] You say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] The plan is effective from [PII]. Am I correct?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, [PII], OK, thank you for that.
[AGENT][POSITIVE] Mhm. You're welcome.
[CUSTOMER][NEUTRAL] So the plan is still active, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, uh, so, uh, thank you for that, and, uh, that's pretty much it. So just one last question, would you be able to like spell out your name for me please?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Sure. My name is [PII]'s [PII]. That's initial [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so yeah, thank you for that once again and uh so may I have a good call reference number for this call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, thank you for that. uh, so, uh, once again, thank you, it's been an absolute pleasure talking to you. uh, have a wonderful day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You as well, Mr. [PII], and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.