AccountId: 011433970860
ContactId: 83610ebb-a3cc-40ba-a076-059117bbdcfb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81080 ms
Total Talk Time (AGENT): 35982 ms
Total Talk Time (CUSTOMER): 40331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/83610ebb-a3cc-40ba-a076-059117bbdcfb_20250415T22:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. I'm calling here from Nicholas Children's Hospital. I'm calling for eligibility and benefits regarding a patient that's with us at the moment.
[AGENT][NEUTRAL] All right, [PII], Happy to check. What's the policy number?
[CUSTOMER][NEUTRAL] So the inhospital benefit number is 0235.
[CUSTOMER][NEUTRAL] 318.
[CUSTOMER][NEUTRAL] 4 M as in Mary, L as in Larry, and 7.
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] Thank you. And can I get patient's name and date of birth?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Of course. So the first name is [PII], that's [PII] and last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. The effective date is [PII]. For the member's secondary insurance, so this covers deductible co-pay, co-insurance from the primary.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah, um, can I get a reference number for this call?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial than today's date. My name is [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK, alright, that's gonna be all OK thank you very much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Bye you too.
[AGENT][NEUTRAL] Bye bye.