AccountId: 011433970860
ContactId: 939edb75-9817-48a6-b51b-4b5eaf8c784d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186619 ms
Total Talk Time (AGENT): 86071 ms
Total Talk Time (CUSTOMER): 58137 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/939edb75-9817-48a6-b51b-4b5eaf8c784d_20250130T14:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. I'm calling from Nicholas Children's Hospital. I was calling to verify benefits for a patient, please.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, do you also need eligibility or only benefit information?
[CUSTOMER][NEUTRAL] Uh, both eligibility and benefits, sorry.
[AGENT][POSITIVE] Yes, ma'am, I can, that's OK. I can help you with both. And who am I speaking with?
[CUSTOMER][NEUTRAL] Oh [PII]?
[AGENT][NEUTRAL] [PII], will you spell your name for me?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. OK, thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] 019.
[CUSTOMER][NEUTRAL] 821
[CUSTOMER][NEUTRAL] 21
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to get the member's information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and as [PII], any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] The girls that were in the in the dorm in the pool.
[CUSTOMER][NEUTRAL] There's one of
[AGENT][NEUTRAL] OK, so I was again, any information that is provided would be a verification of benefits and not a guarantee of payment. The, um, I do see that he had been a dependent on this policy. Is this for a future data service that you're calling about?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, well, not future from yesterday. He was admitted yesterday.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so this policy is no longer active. This policy was active from [PII].
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] To its term date of [PII] and there is no other.
[AGENT][NEUTRAL] The coverage
[CUSTOMER][NEGATIVE] You don't find another active policy.
[AGENT][NEUTRAL] There is no other active policy with our company.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh, OK, I thought I lost you.
[CUSTOMER][NEUTRAL] OK, and [PII], may I have the initial of your last name if you don't mind?
[AGENT][NEUTRAL] No, ma'am, I'm still here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], and you would use my name along with today's date as your call reference number. You're welcome.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Have a nice day bye bye.
[AGENT][POSITIVE] I hope you have a great day too, and thank you again for calling APL.
[CUSTOMER][NEUTRAL] Bye bye