AccountId: 011433970860
ContactId: d6b8592f-7db9-4d66-9023-75a51b4b98dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184960 ms
Total Talk Time (AGENT): 79589 ms
Total Talk Time (CUSTOMER): 102791 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/d6b8592f-7db9-4d66-9023-75a51b4b98dc_20250409T13:08_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, no, you can make with the doctor. Hello?
[AGENT][POSITIVE] Hello, yes, this is [PII] with APO. How may I assist you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, yes, um, I just needed assistance with, hi, sorry, um, I just needed assistance with just verifying a patient eligibility, the status for today.
[AGENT][NEUTRAL] Can you hear me? Yes.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure, I can assist you with eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] Oh yeah sorry. Mhm.
[CUSTOMER][NEUTRAL] Yes, this is [PII] from pediatric Associates.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah talk to insurance, OK.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, should be 01826191 M as in Mary, L as in Larry and then 8.
[AGENT][POSITIVE] Yes thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, so there's two kids. Um one is last name [PII] First name is [PII].
[CUSTOMER][NEUTRAL] And then the other patient is.
[CUSTOMER][NEUTRAL] Last name [PII]. First name [PII]
[AGENT][NEUTRAL] OK. Do you have the date of birth for, for both of them?
[CUSTOMER][NEUTRAL] For both of them, yes, for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And for [PII], the date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right. We have an effective date for [PII]. Uh, we have the effective date to be [PII], and it is active at the moment, and the effective date for [PII] is gonna be her date of birth, which is [PII] and it is active at the moment. This is one of our secondary supplemental plans for the major medical.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] last
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And um do you mind providing me a reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name, you know information?
[CUSTOMER][NEGATIVE] No reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes, please.
[AGENT][NEUTRAL] OK, that's all. That's [PII]. Last initial [PII].
[CUSTOMER][POSITIVE] OK, and today's date. OK, perfect, thank you so much.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] that really
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you.