AccountId: 011433970860
ContactId: 5643c62d-a255-4f32-82d9-bb7f236c3705
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149979 ms
Total Talk Time (AGENT): 60895 ms
Total Talk Time (CUSTOMER): 76220 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/5643c62d-a255-4f32-82d9-bb7f236c3705_20250116T20:43_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Nicholas Children Hospital. How are you?
[AGENT][POSITIVE] I'm doing well, [PII], how are you doing?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yeah, I'm doing great as well thanks for asking so I'm calling in to uh check whether this member uh eligibility would you be able to assist me with that?
[AGENT][NEUTRAL] Yes, sir. I, I can help you with eligibility. [PII], what is your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] Sure, uh, my call back number would be.
[CUSTOMER][NEUTRAL] [PII] uh with the extension of [PII].
[AGENT][POSITIVE] Thank you, sir.
[AGENT][POSITIVE] [PII]. OK, thank you so much, [PII]. And then what is the patient's name?
[CUSTOMER][NEUTRAL] This.
[CUSTOMER][NEUTRAL] Uh, the patient's name would be.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, that will be [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then what is the patient's policy number, please?
[CUSTOMER][NEUTRAL] Sure, uh, that'll be 1306958 M as in mango, L as in Lima 8.
[AGENT][NEUTRAL] OK, let me pull in that policy for us real quick.
[CUSTOMER][NEUTRAL] Yeah sure.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, this policy that number that you've given me, the 1306958ML8 is no longer active. The policy lapsed on [PII].
[AGENT][NEUTRAL] But let me check to see if there's an active policy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] There is not. We do not have an active policy on this insured.
[CUSTOMER][POSITIVE] OK, thank you [PII] for that so uh so that's pretty much it.
[AGENT][POSITIVE] You're so welcome.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Um, can I get a good call reference number number?
[AGENT][NEUTRAL] Yes, um, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Alright, alright, thank you [PII] once again it's been an absolute pleasure talking to you. Have a wonderful day.
[AGENT][POSITIVE] You too [PII] you take care and thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.