AccountId: 011433970860
ContactId: a25edc52-57f7-4221-9052-6bea60e965cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114980 ms
Total Talk Time (AGENT): 47289 ms
Total Talk Time (CUSTOMER): 62154 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/a25edc52-57f7-4221-9052-6bea60e965cf_20250220T21:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from Nicholas Children's Hospital, and I'm calling to get eligibility on, on, uh, 2 patients.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and what's that policy number, please?
[CUSTOMER][NEUTRAL] Uh, sure, one moment, I'm sorry, I should have been ready. One moment.
[AGENT][NEUTRAL] Are you fine?
[CUSTOMER][NEUTRAL] Um, the policy number is, uh, policy number, uh, OK, 01611839 ML 8.
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Patient's name is [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK, uh, let's see, [PII].
[CUSTOMER][NEUTRAL] I.
[AGENT][POSITIVE] Uh, looks like he became effective on his birthday of [PII], and I show he is active.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, OK, and then I have his sister also which her name is [PII] and her birthday is [PII].
[AGENT][NEUTRAL] OK, and her effective date is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Can I get a call reference number please?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] And your name is I'm so sorry.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Thank you so much I appreciate your help you have a wonderful night. Thank you.
[AGENT][POSITIVE] You're welcome. You too, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][NEUTRAL] Bye.