AccountId: 011433970860
ContactId: 8ca82107-456b-4a72-80f5-0da2841b352a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133800 ms
Total Talk Time (AGENT): 54191 ms
Total Talk Time (CUSTOMER): 53466 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/8ca82107-456b-4a72-80f5-0da2841b352a_20250609T13:45_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Nicholas Children's Hospital.
[CUSTOMER][NEUTRAL] I'm here to verify the patients so eligible and benefits.
[AGENT][NEUTRAL] I can assist with that, [PII]. What is your callback number, please?
[CUSTOMER][NEUTRAL] Yeah, sure. It's uh [PII].
[AGENT][NEUTRAL] Thank you. And what is your policy number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Just a moment. The number is 01479872 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you very much. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, first name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much. And you're calling again for eligibility and benefits. I can assist you with both. And prior to that, um, [PII], this policy has termed, this policy termed as of [PII].
[AGENT][NEUTRAL] Um, if you would bear with me, let me check to see if there is an active policy please for this member.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And my apologies, I do not show an active policy on file for the member.
[CUSTOMER][NEUTRAL] OK, the term date is [PII]. Is that right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK. And your name is [PII], right? And can you please spell that with the initial?
[AGENT][NEUTRAL] [PII], last initials [PII]. Is there anything else I can assist you with, [PII]?
[CUSTOMER][POSITIVE] No, I do. Thank you so much for this information. Can I get your card number?
[AGENT][NEUTRAL] We do not provide call reference numbers. You're welcome. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much for this information. Have a great day. Bye.
[AGENT][POSITIVE] Thanks for calling APL. Take care bye.