AccountId: 011433970860
ContactId: bdc8a2c9-7384-4272-b700-7ab22eaf6cac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121019 ms
Total Talk Time (AGENT): 49501 ms
Total Talk Time (CUSTOMER): 39087 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/bdc8a2c9-7384-4272-b700-7ab22eaf6cac_20250102T18:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Do DiMaggio Children's Hospital. I'm just trying to confirm if a patient's, uh, gap coverage is still active.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. What is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Shebo bits. OK, what is it?
[CUSTOMER][NEUTRAL] You want the ID number?
[AGENT][NEUTRAL] Um, yes, can I get the ID number and the date of birth, please?
[CUSTOMER][NEUTRAL] Yes ma'am, 02300499 and [PII] 8 birth date of [PII].
[AGENT][NEUTRAL] Oh, OK, let me pull them up real quick and I'll let you know if they're still eligible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I see Leeal on the policy and the policy is active and the effective date is [PII]. So the policy is still active.
[CUSTOMER][POSITIVE] OK, beautiful. Alright, thank you so much for your help. I really do appreciate it.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a blessed New Year's and thank you so much for calling APL today.
[CUSTOMER][POSITIVE] You too as well thank you.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.