AccountId: 011433970860
ContactId: c8790e94-4e07-49c5-b23f-cf9ad493c8f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134029 ms
Total Talk Time (AGENT): 38102 ms
Total Talk Time (CUSTOMER): 41462 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/c8790e94-4e07-49c5-b23f-cf9ad493c8f7_20250620T19:12_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Uncle Pediatrics. I was just calling to verify benefits and eligibility.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits and eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] The policy number?
[AGENT][NEUTRAL] Yeah, that falls to your
[CUSTOMER][NEUTRAL] Let me see it'd be 02622774.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's gonna be [PII], [PII].
[AGENT][NEUTRAL] Well, it looks like on this policy, I've only got the, the father covered. I don't have any dependents on here.
[CUSTOMER][NEUTRAL] It says coverage as employee and child were they just not added?
[AGENT][NEUTRAL] Um let me see, see the card.
[CUSTOMER][NEUTRAL] Because on the card that's what it says it says employee and child.
[AGENT][NEUTRAL] Uh, let me pull it up real quick. Hold on one moment.
[AGENT][NEUTRAL] I see
[AGENT][NEUTRAL] Uh, looks like we hadn't received eligibility for the child, just on the insured.
[CUSTOMER][NEUTRAL] So right now it's only active for Guillermo and that's it.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right thank you so much I appreciate it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Uh, could I please have a reference number as well?
[AGENT][NEUTRAL] Yes, it's my name is [PII], first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] Thank you. Have a good day.