AccountId: 011433970860
ContactId: 709ff1eb-6053-4a68-be38-297b9970c33d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204520 ms
Total Talk Time (AGENT): 58301 ms
Total Talk Time (CUSTOMER): 47168 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/709ff1eb-6053-4a68-be38-297b9970c33d_20250515T17:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello this is [PII] calling from Nichos Children's Hospital in [PII].
[CUSTOMER][NEUTRAL] I want to check my patients
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] I'm sorry, it is uh breaking up pretty bad. Um, could you repeat that?
[CUSTOMER][NEUTRAL] Um, I wanna check my page.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] I can hear you, can you hear me?
[AGENT][NEGATIVE] Um, it, it's breaking up pretty bad. Uh, could you repeat what, what can we help you with?
[CUSTOMER][NEUTRAL] Uh, I wanna check my patient's benefits.
[AGENT][NEUTRAL] Benefits
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Yes, I can check benefits for you. And what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 666.
[CUSTOMER][NEUTRAL] 651-1.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have.
[CUSTOMER][NEUTRAL] 019
[CUSTOMER][NEUTRAL] 821
[CUSTOMER][NEUTRAL] 21
[CUSTOMER][NEUTRAL] Letter M as in Mike.
[CUSTOMER][NEUTRAL] L as in Lima.
[AGENT][NEUTRAL] OK, uh, what, what was the name and date of birth for the member, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But you
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, uh, so this number is not currently active, [PII].
[AGENT][NEUTRAL] Under this policy.
[AGENT][NEUTRAL] The only active member of this policy is the policyholder, [PII].
[CUSTOMER][NEUTRAL] Can I have your name spelled with the last name?
[CUSTOMER][NEUTRAL] Yes, I have patients different type of insurance on file. So, can I have your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII] Can I have a call reference?
[AGENT][NEUTRAL] That's my first name, last initial, and today's date. Um, so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's it for today. Thanks.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.