AccountId: 011433970860
ContactId: c5663d44-1e21-44b1-9e2b-b9aae7c77adc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204910 ms
Total Talk Time (AGENT): 75531 ms
Total Talk Time (CUSTOMER): 54081 ms
Interruptions: 1
Overall Sentiment: AGENT=2.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/c5663d44-1e21-44b1-9e2b-b9aae7c77adc_20250206T16:12_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hi, [PII]. This is [PII]. I'm calling from Nicholas Children's Hospital.
[AGENT][POSITIVE] Good morning, [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, I'm looking for the patient's eligibility information and benefits.
[AGENT][POSITIVE] I can help you with eligibility and benefits. What is a good callback number, please?
[CUSTOMER][NEUTRAL] Yes, my callback number is uh 1 2nd.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yes, uh, my callback number is um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 13.
[CUSTOMER][NEUTRAL] 66
[CUSTOMER][NEUTRAL] 897.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], and the date of birth is uh [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Now [PII], I understand you were looking for eligibility. This policy is no longer active. I'm checking to see if he has active coverage. So bear with me just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], this policy is in fact no longer active. [PII]'s policy was active from [PII] and termed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. The patient has termed already, right?
[AGENT][NEUTRAL] That is correct, on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the policy is enacted, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you so much.
[AGENT][POSITIVE] Well, [PII], it was a pleasure to assist you with that eligibility. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, could you please give me a call reference number?
[AGENT][NEUTRAL] Sure, it would be my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, sir. Thank you so much. Thank you for assisting me. Have a good day. Bye bye.
[AGENT][POSITIVE] It's such a pleasure to see you.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a wonderful day.
[CUSTOMER][NEUTRAL] Yeah, you too bye.
[AGENT][NEUTRAL] Bye bye.