AccountId: 011433970860
ContactId: 665bced4-ef9f-4b1e-ab6e-be899827138f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194000 ms
Total Talk Time (AGENT): 55461 ms
Total Talk Time (CUSTOMER): 62489 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/665bced4-ef9f-4b1e-ab6e-be899827138f_20250514T14:59_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm sorry, what did you say your name was?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], my name is [PII]. I'm calling from East Tennessee Children's Hospital. I'm trying to, um, see, I'm trying to verify coverage for a patient.
[AGENT][NEUTRAL] OK. Do you have a phone number on it in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Oh well one second OK 0504680.
[AGENT][NEUTRAL] Hold on one moment, please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that policy didn't come up with that name. Do you have the social?
[CUSTOMER][NEUTRAL] I have the the subscribers the dad [PII].
[CUSTOMER][NEUTRAL] And I do have his social if you need it.
[AGENT][NEUTRAL] Yes, ma'am. What's the social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is this for medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] And the patient's name was [PII].
[CUSTOMER][NEUTRAL] [PII] is the sub subscriber. The patient is [PII], mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] [PII]. OK, I'm sorry. And the date of birth?
[CUSTOMER][NEUTRAL] No you're
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you are just needing benefits?
[CUSTOMER][NEUTRAL] Yes, I just wanna see if they have if this policy is still active for this patient.
[AGENT][NEUTRAL] OK, I can help you with that. This policy canceled, it lapsed to 2 of 25.
[CUSTOMER][NEUTRAL] 2225, OK.
[CUSTOMER][NEUTRAL] Alright, I will put that in the notes. Can I get a call reference number from you, [PII]?
[AGENT][NEUTRAL] We do not have a call reference number. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That was it thank you so much.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye.