AccountId: 011433970860
ContactId: b15c9544-7397-4a9d-9b34-a22a1f2edf50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156169 ms
Total Talk Time (AGENT): 71018 ms
Total Talk Time (CUSTOMER): 52043 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/b15c9544-7397-4a9d-9b34-a22a1f2edf50_20250416T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Uh yes, I need to verify eligibility for a member.
[AGENT][NEUTRAL] OK, I can help you with eligibility. May I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] First name is [PII] Phone number is [PII] and the facility is Nicholas Children's Hospital.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, name is [PII]. Date of birth is [PII], and policy number is 01699646.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, [PII]. All right. I do show that this policy for
[AGENT][NEUTRAL] [PII] is no longer active. The policy did terminate on [PII].
[CUSTOMER][NEUTRAL] How
[AGENT][NEUTRAL] And let me check. There is a different policy. Let me give you that policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There is
[CUSTOMER][NEUTRAL] OK, just one second. OK, I'm ready, sorry.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Yes, ma'am. It's, that's OK. It's 247.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 3063.
[CUSTOMER][NEUTRAL] 306
[CUSTOMER][NEUTRAL] 3063.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes ma'am, and [PII] is active on it effective [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK perfect can I just get a reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII] in today's date.
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That'll be it thank you.
[AGENT][POSITIVE] All right, well, you have a wonderful [PII] and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.