AccountId: 011433970860
ContactId: c62144e9-6c32-475a-8881-e3ae6a190730
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111800 ms
Total Talk Time (AGENT): 36358 ms
Total Talk Time (CUSTOMER): 49063 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/c62144e9-6c32-475a-8881-e3ae6a190730_20250127T19:16_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling from Nicholas Children's Hospital. I have a patient that has, um, an insurance. I wanted to know if it's active.
[AGENT][NEUTRAL] OK, spell your first name?
[CUSTOMER][NEUTRAL] Um, [PII] I'm sorry, [PII] One moment, please.
[CUSTOMER][NEUTRAL] A party at [PII] which is.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm back. I'm sorry.
[AGENT][NEUTRAL] OK, the policy number?
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] Hospital or outpatient outpatient would be 02441961 ML 8.
[AGENT][NEUTRAL] I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and date of birth [PII].
[AGENT][NEUTRAL] Alright, thanks for that information, [PII], and you're just wanting to verify effective date and the policy is active?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I'm showing an effective date of [PII].
[AGENT][NEUTRAL] Policy is currently active at this time, and any other questions I can help out with today?
[CUSTOMER][NEUTRAL] No, that is it. Can I please have, do, can you give me a confirmation number?
[AGENT][NEUTRAL] You'll use my name and today's date as your reference, [PII].
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] First initial last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate it have a good day.
[AGENT][POSITIVE] You're welcome thanks for calling APL [PII] have a good day as well.
[CUSTOMER][NEUTRAL] Uh-huh.