AccountId: 011433970860
ContactId: 9096ca91-d4ff-41ee-a7c9-0bbc98a7199f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143279 ms
Total Talk Time (AGENT): 52239 ms
Total Talk Time (CUSTOMER): 44069 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/9096ca91-d4ff-41ee-a7c9-0bbc98a7199f_20250513T15:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, um, good morning. I'm calling to verify if the patient is active with this insurance, please.
[AGENT][NEUTRAL] OK, I can help you with um patient eligibility. May I please get your name and your call back number and the name of the facility you're calling from.
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] I'm calling from Nicholas Children's Hospital.
[AGENT][NEUTRAL] OK, and Miss [PII], what is your callback number?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, the policy number is 02.
[CUSTOMER][NEUTRAL] 497629 ML 8 and Jada [PII] [PII].
[AGENT][NEUTRAL] OK, let me pull that in for us.
[AGENT][NEUTRAL] Alright, I show that [PII] does have an active policy.
[AGENT][NEUTRAL] The effective of this policy is.
[AGENT][NEUTRAL] [PII] and it is current.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is that the correct policy for this patient?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK perfect and what did you say your name is I'm sorry?
[AGENT][NEUTRAL] My name is [PII]. It's [PII]
[CUSTOMER][POSITIVE] Perfect, thank you so much [PII] I appreciate it.
[AGENT][NEUTRAL] You too, Ms. [PII]. Is that everything I can help you with before we go, ma'am?
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][POSITIVE] You're welcome you have a wonderful week and thanks for calling APL.
[CUSTOMER][POSITIVE] Alrighty have a great one thanks bye.
[AGENT][NEUTRAL] You too. Bye