AccountId: 011433970860
ContactId: ad841a7d-2398-49df-9bb8-6d66380fe0e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108699 ms
Total Talk Time (AGENT): 52038 ms
Total Talk Time (CUSTOMER): 47900 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/ad841a7d-2398-49df-9bb8-6d66380fe0e7_20241230T19:52_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Nicholas Children's, um, Westport Outpatient Center, and I'm calling because one of our patients was here yesterday with this insurance, and I just need to see like, um, the benefits and if the plan is active.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, we can check benefits and eligibility. I'm sorry, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII], last name [PII] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you and then can I get a good call back number from you really quick in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, that would be 02473482 M as in Mary L and the number 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] OK perfect thank you so much uh that's all I need to know also is there a reference number for this call?
[AGENT][NEUTRAL] Yeah, reference number would just be my my first name, last initial, and today's date and so my name is spelled [PII] last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] No that'll be all thank you so much.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a happy new year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you you too bye.