AccountId: 011433970860
ContactId: 789d70cd-0c31-472f-8149-56a6dbebd230
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81440 ms
Total Talk Time (AGENT): 39113 ms
Total Talk Time (CUSTOMER): 35869 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/789d70cd-0c31-472f-8149-56a6dbebd230_20250225T16:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII]. I work at the Nicholas Children's Outpatient Center in [PII]. I'm calling in regards to a mutual client of ours. I just wanted to check eligibility.
[AGENT][NEUTRAL] All right, [PII]. Happy to check on benefits and eligibility today. What is the policy number?
[CUSTOMER][NEUTRAL] I have here 01545816.
[AGENT][NEUTRAL] Thank you, [PII]. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you so much. So, patient is active. The effective date for this patient is [PII]. We are the secondary insurance, so this will cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK perfect and do you have any reference number or I just use your name?
[AGENT][NEUTRAL] Uh, just my name with my last initial, [PII], and then today's date. My last initial is [PII].
[CUSTOMER][POSITIVE] OK, [PII] and today's date. Perfect. Thank you so much sir I really appreciate it. I hope you have a lovely day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You as well. Take care.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.