AccountId: 011433970860
ContactId: 5bad7cfe-b059-4a59-aa4b-a65ed5b9f39e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155130 ms
Total Talk Time (AGENT): 45907 ms
Total Talk Time (CUSTOMER): 48037 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/5bad7cfe-b059-4a59-aa4b-a65ed5b9f39e_20250609T19:32_UTC.wav
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[AGENT][NEUTRAL] For calling ATL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my, my first name is [PII]. My last name is [PII] calling from Nicholas Children's Hospital to checking for patient eligibility and benefits.
[AGENT][POSITIVE] I'd be happy to assist with benefits and eligibility today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yeah, 01.
[CUSTOMER][NEUTRAL] 982121
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] Thank you for that. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the first name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] And the patient will be [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm showing that um this policy is not active for this dependent coverage ended on [PII].
[CUSTOMER][NEUTRAL] OK, and may I know the start date of the policy?
[AGENT][NEUTRAL] Um, the effective date.
[AGENT][NEUTRAL] My
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Currently, the policy is same, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, currently, the policy is stemmed, right?
[AGENT][NEUTRAL] Termed, yes, for this patient, yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, got it. Can, can you spell your first name and last initial?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah, and may I know the call reference number today?
[AGENT][NEUTRAL] Reference is just my name and today's date and time. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] It's nothing else. OK. Thank you, [PII]. Thank you for the information. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah.