AccountId: 011433970860
ContactId: 98833d1d-91e4-4844-bb29-30f1c13f95c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92239 ms
Total Talk Time (AGENT): 31190 ms
Total Talk Time (CUSTOMER): 37023 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/98833d1d-91e4-4844-bb29-30f1c13f95c9_20250327T20:41_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from Nicholas Children's Miami Lakes. I had one of our mutual patients come in for urgent care service. I just wanted to see if their, um, insurance is active.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. [PII], I can help you with eligibility. Do you have the patient policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It are you ready?
[AGENT][NEUTRAL] Yup.
[CUSTOMER][NEUTRAL] It is 021 8.
[CUSTOMER][NEUTRAL] 496.
[CUSTOMER][NEUTRAL] 2ML8.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, first name is [PII], last name [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you just needed the effective date of the policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Uh, looks like they are active and effective [PII].
[CUSTOMER][POSITIVE] 512 perfect thank you so much.
[AGENT][POSITIVE] All right, thank you, [PII]. Thank you for calling APL and have a great afternoon.
[CUSTOMER][NEUTRAL] Wait, I'm sorry, can I get a reference number for the call? I'm so sorry.
[AGENT][NEUTRAL] Oh yeah, yeah, yeah, sure. It's, it's my first name, [PII], last initial [PII], today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII].
[AGENT][POSITIVE] Thank you. Have a good day.
[CUSTOMER][POSITIVE] You as well thank you.