AccountId: 011433970860
ContactId: b336a03c-6dc0-409c-9dfd-9835cecf6559
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125279 ms
Total Talk Time (AGENT): 39688 ms
Total Talk Time (CUSTOMER): 46715 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/b336a03c-6dc0-409c-9dfd-9835cecf6559_20250528T12:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling from Nicholas Children's Ambulatory Surgery Center. I was calling because I needed a patient, um, just to see if they're active cause it's a gap insurance.
[AGENT][NEUTRAL] OK, I'm happy to check on eligibility. What is the policy number?
[CUSTOMER][NEUTRAL] I have the group number if that's fine.
[AGENT][NEUTRAL] OK, what's the group number?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] 15493
[AGENT][NEUTRAL] What is the patient's first and last name?
[CUSTOMER][NEUTRAL] So the patient's first name is [PII], um, the card is under the name [PII].
[AGENT][NEUTRAL] Spell the last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Repeat that.
[AGENT][NEUTRAL] Uh, date of birth?
[CUSTOMER][NEUTRAL] It's going to be for [PII].
[AGENT][NEUTRAL] The patient is active. Effective date is [PII], and we are the secondary, so this does cover deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] Perfect. And then they don't have a deductible copay, correct? OK. And if I could just get a reference number for this call.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Call reference is my name with today's date. My name is [PII], that's [PII], last initial [PII], then today's date.
[CUSTOMER][POSITIVE] Perfect, thank you so much, [PII].
[AGENT][POSITIVE] You're welcome. Have a good day.