AccountId: 011433970860
ContactId: 9e4bfdda-25ab-4237-987f-26af8de1b1df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146720 ms
Total Talk Time (AGENT): 53847 ms
Total Talk Time (CUSTOMER): 69218 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/9e4bfdda-25ab-4237-987f-26af8de1b1df_20250124T17:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi. Good, good afternoon, [PII]. This is [PII] calling from Mla Children's Hospital.
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] I'm having a member ID and I just need to know the member's eligibility for this patient's insurance. Will you please help me with that?
[AGENT][NEUTRAL] It would be my
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][POSITIVE] Thank you so much. Sure, thanks for asking. Before that, may I know your last name, first initial [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Got it. Thank you so much. And the callback, that's gonna be [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Sure, just a moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Got it. Thank you so much for patiently waiting on the line. The policy number that's gonna be 139.
[CUSTOMER][NEUTRAL] 539 5 ML and number 8.
[AGENT][NEUTRAL] Thank you, [PII], and what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, the name of the patient is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. And [PII], it would be my pleasure to assist you with that eligibility. I am showing that the patient's policy is active and this is a secondary policy to the policyholder's primary insurance. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure. Will, may I know the effective date of this patient's plan?
[AGENT][NEUTRAL] Sure, the effective date on the policy is [PII].
[CUSTOMER][NEUTRAL] Got it. Just to reconfirm, the patient is active from the active, effective from [PII] to present. Am I correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Thank you so much for the information, [PII]. May I know the reference number for this call? I got everything from you, sir.
[AGENT][NEUTRAL] It's going to be my name in today's date.
[CUSTOMER][POSITIVE] Got it, got it. Thank you so much and have a great rest of your weekend. Take care and enjoy your day. Bye-bye.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Thank you, [PII], for calling APL. Hope you have a wonderful day as well. It's my pleasure to help you with that eligibility and happy weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] OK.