AccountId: 011433970860
ContactId: 9712dc38-88c0-4275-9cad-bdcd9ed1a668
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125779 ms
Total Talk Time (AGENT): 47628 ms
Total Talk Time (CUSTOMER): 46996 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/9712dc38-88c0-4275-9cad-bdcd9ed1a668_20250312T18:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] from Saint Jude Children's Research Hospital. I was calling to verify eligibility for a member.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII], and what's that policy number, please?
[CUSTOMER][NEUTRAL] It is 02434305.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And this would be for coverage for um date of service is [PII].
[AGENT][NEUTRAL] OK. Well, it shows, and this is for medical or for dental. Well, thank you, this medical. OK, cause the policy that showed that he has with us is a dental policy only. Uh, don't show they have any medical coverage.
[CUSTOMER][NEUTRAL] For medical.
[CUSTOMER][NEUTRAL] Oh, I see. OK, that makes sense, mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, ma'am, and this policy terminated [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] I don't show he has any medical coverage. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and he's never had medical. It was just a dental policy.
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, uh, is there a reference number for today?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Same day. I've got it. Thank you so much.
[AGENT][POSITIVE] Uh, yes ma'am. Thanks for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.