AccountId: 011433970860
ContactId: 7e8cc001-01a7-4211-b346-91abc1ccf4b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112160 ms
Total Talk Time (AGENT): 51760 ms
Total Talk Time (CUSTOMER): 42928 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/7e8cc001-01a7-4211-b346-91abc1ccf4b4_20250113T17:25_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Nicholas Children's Outpatient Center, um, and I'm calling because one of our patients has his insurance today, and I need to make sure that it is active.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, that'll help you with the eligibility today and did you say your name was [PII]? Did I get that right?
[CUSTOMER][NEUTRAL] It's yes, [PII]
[AGENT][POSITIVE] OK, perfect. I'm so sorry I didn't quite have that right and then do you mind if I also have a good phone number for you my friend?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][POSITIVE] [PII]. Thank you so much and the policy number?
[CUSTOMER][NEUTRAL] It is 02473484.
[CUSTOMER][NEUTRAL] ML and the number 8.
[AGENT][POSITIVE] Thank you. I appreciate that and give me just a moment to get that all pulled up.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Sorry, it's just loading.
[AGENT][NEUTRAL] All right. Thank you for your patience. And could you verify for me, pretty please, your um insured's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII]. Date of birth [PII].
[AGENT][POSITIVE] Wonderful. Thank you so much. I do see Miss [PII] on this policy. It looks like she's been effective since [PII] and she's still active.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] Awesome thank you so much that's all the information I need. um is there a reference number for this call?
[AGENT][NEUTRAL] Yeah, reference number is just gonna be my name, [PII], first initial, last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Awesome thank you so much [PII]. I hope you have a great day.
[AGENT][POSITIVE] Hey, it's my pleasure thank you you too.
[CUSTOMER][POSITIVE] Thank you bye.