AccountId: 011433970860
ContactId: a366e7bb-8526-46fb-85f6-9d7c917bb1a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117400 ms
Total Talk Time (AGENT): 43798 ms
Total Talk Time (CUSTOMER): 53200 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/a366e7bb-8526-46fb-85f6-9d7c917bb1a0_20250422T15:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII], and I'm calling from the Children's Hospital of the King's daughter. I'm calling to verify a patient's eligibility.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, um, the callback number is [PII].
[AGENT][NEUTRAL] Thank you. And the policy number?
[CUSTOMER][NEUTRAL] 02440118
[AGENT][NEUTRAL] Could you verify the patient's name and date of birth that you're calling to verify benefits for today, [PII]?
[CUSTOMER][NEUTRAL] Yes, first name is [PII]. Last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. [PII]'s policy has been active since [PII] and it's currently active.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You call.
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] OK, now do you have a reference number for this call?
[AGENT][NEUTRAL] We don't provide those, but you can use my name in today's date as a reference. It's [PII], and today's date as a reference, and I apologize. What was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's exactly what I wanted and you said it is to present, correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right then thank you take care of yourself and have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL [PII]. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] All right bye bye.