AccountId: 011433970860
ContactId: c2452ee4-7143-4460-94f8-bd7d680e59c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205570 ms
Total Talk Time (AGENT): 67428 ms
Total Talk Time (CUSTOMER): 85514 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/c2452ee4-7143-4460-94f8-bd7d680e59c8_20250310T22:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello, good afternoon. My name is [PII]. I work at the Nicholas Children's Outpatient Center. I'm just calling in regards to two mutual client of ours to check eligibility.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, of course, the phone number is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I have 01666016 ML 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you [PII], and you were just needing benefits?
[CUSTOMER][NEUTRAL] Yeah, I just need to know if he's active.
[AGENT][NEUTRAL] OK, actually, this policy canceled [PII]. Let me see if they have any active coverage.
[AGENT][NEUTRAL] They do have another policy. It is 02.
[AGENT][NEUTRAL] 464978.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And it was effective [PII].
[AGENT][NEUTRAL] And it is active.
[CUSTOMER][NEUTRAL] Let me repeat back the policy number just to make sure I got it correct, 02464978.
[AGENT][POSITIVE] That's correct. Uh-huh.
[CUSTOMER][NEUTRAL] OK perfect so they are active. Can I have uh your first name and initial of your last?
[AGENT][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And my initial is [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect so I also have another patient. I was wondering if you could check that out for me.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Is it on the same policy or different policy?
[CUSTOMER][NEUTRAL] Different policy.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK. And what's the next policy?
[CUSTOMER][NEUTRAL] OK, the next policy is 021-84962ML8.
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The effective date is [PII]. The policy is active.
[CUSTOMER][POSITIVE] Alrighty perfect that's all I needed for today.
[AGENT][POSITIVE] Thank you, [PII] for calling API. You have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.