AccountId: 011433970860
ContactId: bbf6714e-3435-49d4-98d2-d9ea5b6553e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146309 ms
Total Talk Time (AGENT): 49869 ms
Total Talk Time (CUSTOMER): 70338 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/bbf6714e-3435-49d4-98d2-d9ea5b6553e5_20250402T18:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from Nicholas Children's Hospital. And I would like to confirm the patient's eligibility and uh benefits.
[AGENT][NEUTRAL] I can verify benefits and eligibility. [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, of course. And the policy number is 0168575 M as in Mike L as in Lima, the number 8.
[AGENT][NEUTRAL] And I am missing a policy number. Can you please repeat that?
[CUSTOMER][NEUTRAL] Uh, I have an ID card that, um,
[CUSTOMER][NEUTRAL] The member ID ends with M as in Mike, L as in Lima, and the number 8. After that, the print is not clear.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, can you repeat the number prior to the letters?
[CUSTOMER][NEUTRAL] Yes, of course. It's 01685757.
[AGENT][POSITIVE] Thank you. That's what I needed. And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, of course. It's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Looks like this plan turned 51-2020 and there is no active policy on file.
[CUSTOMER][NEUTRAL] OK. Thank you for the confirmation, Ms. [PII]. And um is there any call reference number?
[AGENT][NEUTRAL] The call reference will be my name, which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, that's all today. Thank you so much for the assistance, uh, [PII]. Have a wonderful day.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Have a great day. Bye.