AccountId: 011433970860
ContactId: 818afd02-e31c-47ca-8e49-fdaa9f21211b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152419 ms
Total Talk Time (AGENT): 47790 ms
Total Talk Time (CUSTOMER): 54377 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/818afd02-e31c-47ca-8e49-fdaa9f21211b_20250218T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. My name is [PII]. I work here at the Nicholas Children's Outpatient Center. I'm calling in regards to a mutual client of ours. I just wanted to check eligibility if they were covered.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. May I please get your call back number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It is give me a second.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Her policy number is 11739.
[CUSTOMER][NEUTRAL] 29 ML 5.
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] Oh, her date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much let me look her up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, I do show that this policy is no longer active. The policy lapsed on [PII]. Let me check though to see if they do have an active policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] There is no active policy on file.
[CUSTOMER][NEUTRAL] OK, there's not?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] OK perfect no worries thank you so much. Is there any like confirmation number that I can use or I can get?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII] have a lovely day.
[AGENT][POSITIVE] You too [PII] thank you and you you have a blessed one thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.