AccountId: 011433970860
ContactId: c4168d75-3d23-4068-a9e8-38443ae9a8a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167440 ms
Total Talk Time (AGENT): 63632 ms
Total Talk Time (CUSTOMER): 72583 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/c4168d75-3d23-4068-a9e8-38443ae9a8a0_20250221T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, hi, good morning. This is [PII] calling from Nicholas Children's Hospital. I'm having a member ID and I just need to know the member's eligibility and the benefits. Will you please help me with that? Just the eligibility, not the benefit.
[AGENT][NEUTRAL] OK, I can help you with eligibility [PII], can I please get your callback number?
[CUSTOMER][POSITIVE] Sure, thank you so much for asking. The callback, that's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure. The patient name is [PII] and the date of this?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But sir, do you know, do you want the policy, policy number?
[AGENT][NEUTRAL] Yes, I'll need the policy number please.
[CUSTOMER][NEUTRAL] Um, I'm really sorry about that. The policy number is 024.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] 19362.
[AGENT][NEUTRAL] OK, let me look that policy up real quick for us.
[CUSTOMER][POSITIVE] Sure, sure. Take your time.
[AGENT][NEUTRAL] OK, looking at this policy, uh, the policy is no longer active. The lapse date on the policy was [PII].
[AGENT][NEUTRAL] But I'm going to check to see if they have an active policy.
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] They do. Let me give you that new policy number, the one that is active.
[CUSTOMER][NEUTRAL] Sure. Can I have that?
[AGENT][NEUTRAL] It's 255-6466.
[AGENT][NEUTRAL] And let me check [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]'s effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just to reconfirm, the new policy is 2556466. Am I correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And the patient [PII] is active from [PII] to present, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thank you so much for the information and you said your name is [PII]?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, got it. And what's your last name [PII] initial, [PII]?
[AGENT][NEUTRAL] It is A.
[CUSTOMER][NEUTRAL] Got it. And may I know the reference number?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][POSITIVE] Got it. Thanks for the information and have a great rest of this weekend. Take care. Bye-bye for now.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] You too [PII] thank you for calling APL. I hope you have a wonderful weekend also bye bye sir.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you bye.