AccountId: 011433970860
ContactId: 57a5fb28-875e-4e34-b0ea-7ca380cbc04f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116400 ms
Total Talk Time (AGENT): 51364 ms
Total Talk Time (CUSTOMER): 62641 ms
Interruptions: 3
Overall Sentiment: AGENT=2.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/57a5fb28-875e-4e34-b0ea-7ca380cbc04f_20250210T16:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII]. I'm calling from Nicholas's Children's Hospital. I'm calling to verify if a patient that we have, um, is still effective with you guys.
[AGENT][POSITIVE] [PII], it would be my pleasure to help you with that eligibility. What is the callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] The policy number that I have, it is 02296619.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, and the number 7.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth please, ma'am?
[CUSTOMER][NEUTRAL] The date of birth it's the child and date of birth is [PII]. 1st name [PII], last name [PII].
[AGENT][NEUTRAL] All right, thank you. It would be my pleasure to help you with that eligibility for [PII]. The policy actually turned on [PII]. There is no current coverage for.
[CUSTOMER][NEUTRAL] January.
[CUSTOMER][NEUTRAL] [PII], no.
[AGENT][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] Current
[CUSTOMER][NEUTRAL] Coverage.
[CUSTOMER][NEUTRAL] And can I get a um do you give out a call reference number?
[AGENT][NEUTRAL] It would be my name and today's date and I spell my name [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] And then today's date, the [PII]?
[AGENT][POSITIVE] That's correct. Already.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day bye bye.
[AGENT][POSITIVE] My pleasure to help you with that eligibility, [PII]. Thank you.