AccountId: 011433970860
ContactId: 9d39b243-3e82-4bc4-9060-d59706036555
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162029 ms
Total Talk Time (AGENT): 46389 ms
Total Talk Time (CUSTOMER): 64319 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/9d39b243-3e82-4bc4-9060-d59706036555_20250508T15:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling from Nicholas Children's Hospital to check on the patient, uh, the coverage effective date.
[AGENT][NEUTRAL] OK, and I missed your name. What was that?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][POSITIVE] [PII], OK, thank you. You have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, uh, here outpatient benefit uh number is 01954387 M as in Mike L as in Lima number 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient's first name is [PII] and last name is [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, looks like this policy terminated in [PII]. Let me see if there is an active policy.
[CUSTOMER][NEUTRAL] OK, so the patient is termed, right? For medical service, the patient doesn't have a coverage uh for right now.
[AGENT][NEUTRAL] Uh, no, it looks like there is a more recent policy though that terminated 12-1-2024. Do you need that number?
[AGENT][NEUTRAL] Or no.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, but it's term, right? So as per your records, the patient, uh,
[AGENT][POSITIVE] It's turned. Yes, correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, just a minute. When it was done?
[AGENT][NEUTRAL] Uh, the other policy terminated [PII]. The policy number you gave me terminated 71-2023.
[CUSTOMER][POSITIVE] 7120 23. OK. And yeah, thank you so much, ma'am. And your name, ma'am?
[AGENT][NEUTRAL] Uh my name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, [PII], is there any call reference number?
[AGENT][NEUTRAL] It's just my name, [PII], with today's date.
[CUSTOMER][POSITIVE] OK, yeah, thank you so much for providing the information, stuff.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah, you too. Bye-bye.