AccountId: 011433970860
ContactId: b393031f-e13c-4729-b653-dee4b3b62824
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149389 ms
Total Talk Time (AGENT): 72890 ms
Total Talk Time (CUSTOMER): 38579 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/b393031f-e13c-4729-b653-dee4b3b62824_20250613T15:48_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Nicholas Chin's Hospital to checking for patient.
[CUSTOMER][NEUTRAL] Eligibility and benefits.
[AGENT][NEUTRAL] OK, sure. I can assist you with the eligibility and benefits, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 02335900.
[AGENT][NEUTRAL] And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah, Nicholas Children's Hospital.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII] and the last name is [PII].
[CUSTOMER][NEUTRAL] And the patient name is number [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you said you need eligibility and benefits, and this is gonna be for outpatient?
[CUSTOMER][NEUTRAL] Yeah, outpatient specialist stuff is it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me see if I have a new policy. This one looks seems to be terminated. Bear with me just a minute.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Mr. [PII], we do have an active policy for this member, for this family. This policy terminated on [PII].
[CUSTOMER][NEUTRAL] OK. And may I know the start date of the policy?
[AGENT][NEUTRAL] The effective date is, let's see [PII].
[CUSTOMER][NEUTRAL] Currently, the policy is stamped, right?
[AGENT][NEUTRAL] It is terminated as of [PII]. Mhm.
[CUSTOMER][NEUTRAL] OK, got it. OK, and can you spell your first name and last initial?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], last initial [PII], and we don't have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thank you for the information. Have a great day.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day and good weekend. Bye bye.