AccountId: 011433970860
ContactId: 969b63c1-76c0-46de-b04c-3b0b00397d8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109690 ms
Total Talk Time (AGENT): 46503 ms
Total Talk Time (CUSTOMER): 53889 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/969b63c1-76c0-46de-b04c-3b0b00397d8e_20250611T13:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi, good morning, my name's [PII]. I'm calling from Nicholas Children's Hospital. I was just calling just to verify the eligibility of a patient's here in the emergency room with us.
[AGENT][POSITIVE] OK, sure, I can assist you with eligibility.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] Um, yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, the policy number is the one that starts with the 02, correct?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, so it's gonna be 02.
[CUSTOMER][NEUTRAL] 559.
[CUSTOMER][NEUTRAL] 100.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, the baby's first name is [PII]. The last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you, [PII]. All right, we have an effective date of [PII]. It is active at the moment, and this is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Perfect. Alright, so I just, I just needed a confirmation that it was active. May I just get a reference number for this call, please?
[AGENT][NEUTRAL] We don't have reference numbers, Miss [PII]. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Um, you said your name was [PII], correct, [PII]?
[AGENT][NEUTRAL] Yeah. [PII] last initial [PII]
[CUSTOMER][POSITIVE] Alright perfect.
[CUSTOMER][POSITIVE] All right perfect thank you so much OK I hope you have a great day.
[AGENT][POSITIVE] You're welcome. You as well, it's [PII], and thank you for calling ATO.
[CUSTOMER][POSITIVE] Thank you alright thank you alright bye bye.