AccountId: 011433970860
ContactId: b425aadc-5b6c-4829-9430-ba097d652fe0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248809 ms
Total Talk Time (AGENT): 104452 ms
Total Talk Time (CUSTOMER): 96162 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/b425aadc-5b6c-4829-9430-ba097d652fe0_20250606T19:35_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Good afternoon and thank you for calling AP A. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII]. I'm calling from the Nicholas Children's Hospital to check the eligibility and benefits.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] OK. One moment.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. May I have the policy number please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. It's uh 1214682 M as in Mike, L as in Lima, 5.
[AGENT][POSITIVE] OK, thank you very much. Let me just repeat that to you, [PII]. I have that as 1214682 ML5.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you and verify the patients or the member's name and date of birth.
[CUSTOMER][NEUTRAL] OK. Patient name is uh [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK. I do not show that number on this policy. Let me just repeat that policy number one more time, please. I have that as 1214682ML5.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes, [PII], yes.
[AGENT][NEUTRAL] OK. I do not show that member on this policy number. Do you have that policyholder's name, perhaps?
[CUSTOMER][NEUTRAL] Uh, OK. I think it's uh
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment, I'm still checking for you.
[CUSTOMER][NEUTRAL] Mhm. Can I get your name?
[AGENT][NEUTRAL] Certainly. My name is [PII].
[AGENT][NEUTRAL] And my last initial is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Now if you would please repeat the member's name and date of birth again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. It's uh [PII].
[CUSTOMER][NEUTRAL] And date of birth is uh [PII].
[AGENT][NEUTRAL] Is that the number you're calling for eligibility for?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, no. It is for dependent [PII].
[AGENT][NEUTRAL] OK, thank you. And what is her date of birth again, please?
[CUSTOMER][NEUTRAL] Uh, for the dependent?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Monday.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] I have a policy for [PII]. Um, however, um, the policy that show for her has termed.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Let me check again for you, um, just bear with me please. Thank you.
[AGENT][NEUTRAL] OK. Yes, thank you. So the policy that I have for her, it was effective as of [PII], and this policy termed as [PII]. I did not show an active policy on file for the member.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK then. Thank you so much for this information. I'm done with the patient. Can I get the reference from proper?
[AGENT][NEUTRAL] OK, we do not provide reference numbers, [PII]. You can use my name and today's date, and my last initial is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK then thank you so much for your assistance. Have a great day. Bye.
[AGENT][POSITIVE] Thank you for calling ATL. Have a great day as well. Take care bye.