AccountId: 011433970860
ContactId: b9f1c429-cfdd-4e63-a7af-fcf6147333e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122099 ms
Total Talk Time (AGENT): 52382 ms
Total Talk Time (CUSTOMER): 49369 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/b9f1c429-cfdd-4e63-a7af-fcf6147333e8_20250331T18:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello. Uh, my name is [PII]. I'm calling from Nicola Children's Hospital. I just need to verify eligibility for a patient.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, it's 02443500. M for Mary, L for Larry, number 8.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The patient is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] All right. And you said you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes. Mhm. OK. May I have a reference number for this call, please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] And your name was sorry?
[AGENT][NEUTRAL] So, [PII].
[CUSTOMER][POSITIVE] OK, OK, thank you. Bye, take care.
[AGENT][POSITIVE] Mhm. You're welcome. Is there anything else I can help you with today? You as well, Miss [PII]. Have a good day. Good week. Bye-bye.
[CUSTOMER][POSITIVE] Yeah, that'll be all. Thank you, bye.