AccountId: 011433970860
ContactId: b9fddc56-cff2-49e9-a1ab-a39d3c6c6445
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131229 ms
Total Talk Time (AGENT): 52118 ms
Total Talk Time (CUSTOMER): 49402 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/b9fddc56-cff2-49e9-a1ab-a39d3c6c6445_20250310T14:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Hi, good morning, how are you today?
[AGENT][NEUTRAL] I'm doing fine. How are you?
[CUSTOMER][POSITIVE] I'm doing fine, thank you for asking. I'm calling to check on benefits for one of your members.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] This is [PII] from Nicola Children Hospital.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Of course, [PII].
[AGENT][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] No no.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. Thank you.
[AGENT][NEUTRAL] And do you have a policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes I do. It's 01448990.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you just want a benefit?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, actually, this policy canceled 21 to 21. Let me check and see if they have another policy.
[CUSTOMER][NEUTRAL] If he's act.
[AGENT][NEUTRAL] I'm not sure and they have another policy, so it canceled to one of 21.
[AGENT][NEGATIVE] They do not have any coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. OK, what was your name again, ma'am?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you and your first initiative.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect thank you [PII] have a very wonderful day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Bye bye.