AccountId: 011433970860
ContactId: d70225ba-b5ac-4dee-980e-4ff28fe324e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98500 ms
Total Talk Time (AGENT): 35528 ms
Total Talk Time (CUSTOMER): 38621 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/d70225ba-b5ac-4dee-980e-4ff28fe324e3_20250529T12:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from Children's Mercy Hospital. Um, I was just calling to verify, um, eligibility for a patient.
[AGENT][NEUTRAL] OK. Happy to check on eligibility. Can I get their policy number?
[CUSTOMER][NEUTRAL] Sure it is 01822476.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, it is [PII] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. Effective date is [PII]. We are the member's secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's like a supplement that just covers just like those like deductible copays and.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Right, yeah, exactly, yeah.
[CUSTOMER][NEUTRAL] Coinsurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, that is what I needed I appreciate it thank you so much.
[AGENT][POSITIVE] You're welcome. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.