AccountId: 011433970860
ContactId: ad1b70b4-bd21-4a30-80bf-91c89b465ed8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161649 ms
Total Talk Time (AGENT): 79434 ms
Total Talk Time (CUSTOMER): 46109 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/ad1b70b4-bd21-4a30-80bf-91c89b465ed8_20250306T14:35_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] Hi, [PII], this is [PII]. I'm calling from the Nicola Children's Hospital. I'm checking a patient eligibility and benefits.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with eligibility and benefits today. What is a good callback number, please?
[CUSTOMER][NEUTRAL] Yeah, one moment please.
[CUSTOMER][NEUTRAL] So the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] the extension of [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] The policy number is 019.
[CUSTOMER][NEUTRAL] 543 87
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, 7.
[AGENT][NEUTRAL] Thank you. And [PII], what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, my first name is [PII] and the last name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you, and I can help you with eligibility and benefits for [PII].
[AGENT][NEUTRAL] Actually, um, [PII], the policy number you gave me was only active from [PII] to [PII]. [PII] did have other coverage. Um, they had another policy that
[AGENT][NEUTRAL] The effective date was [PII] and that policy termed on [PII]. Would you like that most recent policy information?
[CUSTOMER][NEUTRAL] So no other active coverage from for this number right?
[AGENT][NEUTRAL] Yeah, he has no active coverage at this time.
[CUSTOMER][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] Not with APL.
[CUSTOMER][NEUTRAL] So what is the call reference number for conversation? Yeah, I understand that.
[AGENT][NEUTRAL] Call reference. Yeah, call reference number is my name and today's date. And [PII], I spell my name [PII]
[AGENT][POSITIVE] First initial last name, [PII], and it was a pleasure to assist you with that eligibility. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, nothing. That's it. Thank you for those. Have a wonderful day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a wonderful day, [PII]. Take care.
[CUSTOMER][POSITIVE] Take care.
[AGENT][NEUTRAL] Bye bye.