AccountId: 011433970860
ContactId: 6d6f67a3-9f84-456b-92e2-e20caace58fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302040 ms
Total Talk Time (AGENT): 96166 ms
Total Talk Time (CUSTOMER): 103821 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/6d6f67a3-9f84-456b-92e2-e20caace58fe_20250620T16:01_UTC.wav
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[AGENT][POSITIVE] Good morning
[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is [PII] calling from NC Children's Hospital. Can you hear me?
[AGENT][NEUTRAL] I can hear you, [PII], yes.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, can you please repeat your name? I missed catch that.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK. I would like to check on the patient's elig and can you please assist me on that?
[AGENT][NEUTRAL] I can assist you with eligibility, [PII], what is your call back number?
[CUSTOMER][NEUTRAL] Our callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. What is the policy number?
[CUSTOMER][NEUTRAL] So the policy number is.
[CUSTOMER][NEUTRAL] One, sorry, just one second. Yeah, I got it.
[CUSTOMER][NEUTRAL] Yeah, the policy number will be 021.
[CUSTOMER][NEUTRAL] 107
[CUSTOMER][NEUTRAL] 16
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 8.
[AGENT][NEUTRAL] OK, and let me just repeat that to you, OK [PII], I have that as 02110716 ML 8.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Yes, perfect.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] So, patient's last name is [PII]. [PII] is the last name and the first name is [PII] And date of birth would be [PII], [PII].
[AGENT][POSITIVE] Thank you so much for the information, [PII]. And again, you're calling for eligibility and would you need benefits as well?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] No, just eligibility is enough for me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, this particular policy shows that the member has termed as of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, inactive, right?
[AGENT][NEUTRAL] OK, and so if you would bear with me.
[AGENT][NEUTRAL] [PII], it turned.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and if you would bear with me, let me check to see if there is an active policy, OK? one moment.
[CUSTOMER][NEUTRAL] 00, sure. Take your time, and.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK. Thank you for your patience. I do have an active policy number for you. Let me know when you're ready for that policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK, it is 024.
[AGENT][NEUTRAL] 569 88.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] ML
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] ML
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's, just wanna make sure, 024.
[AGENT][NEUTRAL] And this
[CUSTOMER][NEUTRAL] 569-88 ML. Is that right?
[AGENT][POSITIVE] That is correct. Thank you.
[CUSTOMER][NEUTRAL] Oh, OK. And
[CUSTOMER][NEUTRAL] It's the policy, right? And may I know the date?
[AGENT][NEUTRAL] [PII] and it shows current.
[CUSTOMER][NEUTRAL] Oh, OK. [PII], right?
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK, thank you. And do you have any questions for this call?
[AGENT][NEUTRAL] We do not use my reference numbers, um, [PII], you can use my name in today's state. My last initial is [PII]. Anything else I can assist you with?
[CUSTOMER][NEUTRAL] No, this is for me and your name spells as [PII], right?
[AGENT][POSITIVE] You are right.
[CUSTOMER][POSITIVE] Yeah, thank you so thanks for assisting. Nice to talk with you. Have a great day. Happy weekend that's well. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL take care