AccountId: 011433970860
ContactId: c896a542-ce72-4b68-b311-e0a1a5102657
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119540 ms
Total Talk Time (AGENT): 38748 ms
Total Talk Time (CUSTOMER): 61624 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/c896a542-ce72-4b68-b311-e0a1a5102657_20250513T17:34_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting ATR. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from uh Nicholas Children Hospital. How are you?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][POSITIVE] Yeah, I'm doing great as well uh thank you for asking. So I'm calling in to uh check the member's eligibility. Would you be able to assist me with that?
[AGENT][NEUTRAL] Yes, I can. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Sure, that'll be 02042058 M as in mango, L as in Lima 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Sure. The patient's name is uh [PII] and the date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. While I'm looking this up, is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, uh, my callback number would be.
[CUSTOMER][NEUTRAL] [PII] uh with the extension of [PII].
[AGENT][NEUTRAL] Thank you very much. It looks like the policy went into effect on [PII], and you asked about the eligibility. It is correct. Is there anything else at all that I can tell you about the secondary or gap insurance, [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's pretty much it. So, uh, the patient, uh, the member has.
[CUSTOMER][NEUTRAL] The plan active from [PII], am I correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And it's still active, right?
[AGENT][NEUTRAL] That's right, it is.
[CUSTOMER][NEUTRAL] All right. Uh, that's pretty much it. Uh, thank you for that. So, just one last question, would you be able to uh spell out your name for me, please?
[AGENT][NEUTRAL] Yes, it's [PII], and we're gonna use that in today's date as our.
[CUSTOMER][POSITIVE] OK. Thank you for that. It's now it's a pleasure talking to you. Have a wonderful day.
[AGENT][POSITIVE] Mhm thanks for contacting me too