AccountId: 011433970860
ContactId: 55f6df9a-6ea5-4181-853b-5b47ec765796
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102779 ms
Total Talk Time (AGENT): 40608 ms
Total Talk Time (CUSTOMER): 34548 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/55f6df9a-6ea5-4181-853b-5b47ec765796_20250317T21:59_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello, this is the Nicholas Children's urgent care facility. We're calling to verify the eligibility of a patient.
[AGENT][POSITIVE] I'd be happy to assist with eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] My first name is [PII].
[AGENT][POSITIVE] And just if I, if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 021-75475ML8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII], and I do show the outpatient per day maximum is $500.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Um, can I get a reference number, please?
[AGENT][NEUTRAL] Reference is just my name [PII], last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Is it [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] How do you spell it?
[AGENT][NEUTRAL] I'm sorry, [PII]
[CUSTOMER][POSITIVE] OK, thank you that'll be all.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You as well.