AccountId: 011433970860
ContactId: 88ccd9a1-7698-4479-93d3-d099c1ce784f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144679 ms
Total Talk Time (AGENT): 59200 ms
Total Talk Time (CUSTOMER): 53771 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/88ccd9a1-7698-4479-93d3-d099c1ce784f_20250519T20:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling here from Nicholas Children's Hospital. I'm calling to receive um benefits and eligibility regarding a patient that's with us right now. Can help us help me with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] OK, the um benefits number is 02.
[CUSTOMER][NEUTRAL] 33
[CUSTOMER][NEUTRAL] 0548.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, and the the number 7.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, first name is [PII]. Last name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. This member does have a different policy number are you ready for that?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 481566.
[AGENT][NEUTRAL] And it does show the effective date is 41 of 24 and currently active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I just um get a reference number for this call?
[AGENT][NEUTRAL] Yes, now were you also needing the benefits for this member or just the eligibility only?
[CUSTOMER][POSITIVE] Just the eligibility is fine.
[AGENT][NEUTRAL] OK. And so for this policy you were needing the call back, I mean the, the number or the reference number?
[CUSTOMER][NEUTRAL] The the reference number for this call, yeah.
[AGENT][NEUTRAL] OK. That will be my first name [PII], last initial of [PII]
[AGENT][NEUTRAL] In today's date
[CUSTOMER][NEUTRAL] OK, can you spell out your name for me just to make sure I have it right?
[AGENT][NEUTRAL] Yes, it is spelled [PII]
[CUSTOMER][POSITIVE] OK, all right, all good then.
[CUSTOMER][POSITIVE] Thank you, that's gonna be all.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome and thank you so much for calling American Public Life, [PII] have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.