AccountId: 011433970860
ContactId: c5d5151d-6573-4b3b-bb39-e98eaf888374
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256100 ms
Total Talk Time (AGENT): 71185 ms
Total Talk Time (CUSTOMER): 59058 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/c5d5151d-6573-4b3b-bb39-e98eaf888374_20250213T17:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, sir. My name is [PII] calling from Johns Hopkins Children's Hospital.
[AGENT][POSITIVE] How can I help today?
[CUSTOMER][NEUTRAL] Yeah, I just need um a member's eligibility and then.
[AGENT][NEUTRAL] Alright, I'm happy to check on eligibility and benefits. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, just a moment.
[CUSTOMER][NEUTRAL] Yeah, it's 60801.
[AGENT][NEUTRAL] That's actually our payer ID rate. Do you have their name or social? I can check that way.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Last name is [PII] Is that correct?
[CUSTOMER][POSITIVE] Yes, exactly.
[AGENT][NEUTRAL] Is the first name [PII]?
[CUSTOMER][NEUTRAL] No, it's [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Let me check on that. Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So it looks like the patient does have an active plan. The effective date on this is [PII]. Would you like the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. Uh 61 2024.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, what's the policy number?
[AGENT][NEUTRAL] Policy number is 02493492.
[CUSTOMER][NEUTRAL] Yeah, the policy number is 0249.
[CUSTOMER][NEUTRAL] 3492. Is that right?
[AGENT][POSITIVE] That is correct. Uh-huh.
[CUSTOMER][NEUTRAL] OK. And could you please, um,
[CUSTOMER][NEUTRAL] Spell out your name.
[AGENT][NEUTRAL] My name is spelled [PII]. That is the call reference with today's date.
[CUSTOMER][POSITIVE] Yeah. Thank you, [PII].
[CUSTOMER][NEUTRAL] Um, just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Uh, thank you, sir. Uh, that's all I needed. Uh, thank you for your assistance and have a great day. Bye-bye.
[AGENT][NEUTRAL] You too bye bye.