AccountId: 011433970860
ContactId: 8199e043-44c6-4c76-bdad-2ecc5c07d478
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167309 ms
Total Talk Time (AGENT): 60318 ms
Total Talk Time (CUSTOMER): 57782 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/8199e043-44c6-4c76-bdad-2ecc5c07d478_20250108T17:01_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling for Nicholas Children's Hospital to verify benefits and eligibility.
[AGENT][POSITIVE] OK, sure. I can assist you with the eligibility and benefits. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, sure. Uh just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, the policy number is
[CUSTOMER][NEUTRAL] 0181.
[CUSTOMER][NEUTRAL] 2999 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, thank you. And may I have the name and date of birth of the patient, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK. The name is uh [PII].
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] Uh, I, I didn't see the date of birth here.
[AGENT][NEUTRAL] OK, I need to verify that information for security.
[CUSTOMER][NEUTRAL] Yeah, just give me a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] Perfect thank you and you said you need eligibility and benefits um let me see if I have a new policy. This one is terminated, bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I did find a new policy, but it's not active either. Um, the last policy they had with us was terminated back in [PII].
[CUSTOMER][NEUTRAL] OK, so it's terminated, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Thank you so much for the information. May I know your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] May I get a call reference number?
[AGENT][NEUTRAL] We don't have a reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Yeah, sure. Thank you for the information. Have a great day.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, bye.