AccountId: 011433970860
ContactId: cdcb96e1-6824-481b-8386-7c2224408e4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173500 ms
Total Talk Time (AGENT): 62080 ms
Total Talk Time (CUSTOMER): 73799 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/cdcb96e1-6824-481b-8386-7c2224408e4a_20250624T14:45_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Nicholas Children's Hospital. How are you?
[AGENT][POSITIVE] I'm good, thank you. How about you, Mr. [PII]?
[CUSTOMER][POSITIVE] Yeah, I'm doing great as well thank you for asking so I'm calling in to know the members eligibility would you be able to assist me with that?
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Sure, my callback number would be [PII] uh with the extension of [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] The doctor's office there.
[AGENT][NEUTRAL] All right. And may I have the name and date of, I'm sorry, may I have the policy number?
[CUSTOMER][NEUTRAL] Sure, that'll be 02042058 ML 8.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure, uh, member's name would be [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you need eligibility. We have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] So he's acting from [PII], correct?
[AGENT][NEUTRAL] No, [PII], let me go back one moment. [PII].
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, got it. Thank you for that.
[AGENT][POSITIVE] Mhm. You're welcome.
[CUSTOMER][NEUTRAL] So, uh, the member is still active. Uh, is that correct?
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Uh, yeah, so that's, uh, pretty much it. And uh, so just one last question, would you be able to uh spell out your name for me, please?
[AGENT][NEUTRAL] Sure. That's [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh, got it, thank you. So may I have a good call reference number for this call?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like, Mr. [PII].
[CUSTOMER][POSITIVE] Alright, uh thank you once again, it's been an absolute pleasure talking to you. Have a wonderful day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You as well, Mr. [PII], thank you for calling APR. Have a good day. Bye bye.