AccountId: 011433970860
ContactId: 7230bd83-7c78-462a-8254-d3078dbda331
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286290 ms
Total Talk Time (AGENT): 53217 ms
Total Talk Time (CUSTOMER): 67534 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/7230bd83-7c78-462a-8254-d3078dbda331_20250424T13:16_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Nicholas's Children's for a patient to um get benefits for them.
[AGENT][NEUTRAL] OK, and so we're needing eligibility and outpatient hospital benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] It is 02462239 ML 8.
[AGENT][NEUTRAL] A good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I feel.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] What do you think that you like.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah man
[AGENT][NEUTRAL] Almost there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII], it's like for me.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] If I
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And what's the patient's name and date of birth, [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] And I'm showing an effective date of [PII], the policy is active and then I have the outpatient benefit for you. I'm showing it's up to $750.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] And that is per calendar day.
[AGENT][NEUTRAL] And information provided is verification, not a guarantee of payment?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you have any other questions?
[CUSTOMER][NEUTRAL] Um, no, what was your name again?
[AGENT][NEUTRAL] But you'll use my name in today's date is your reference, [PII]
[CUSTOMER][NEUTRAL] I guess I
[AGENT][NEUTRAL] And first initial of my last name is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help, [PII]. That would be all.
[AGENT][POSITIVE] Hi, you're welcome and thank you for calling APL.
[CUSTOMER][NEUTRAL] Right