AccountId: 011433970860
ContactId: d7f37ee1-da42-405d-ba49-5488e4cf8799
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262399 ms
Total Talk Time (AGENT): 81942 ms
Total Talk Time (CUSTOMER): 69409 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/d7f37ee1-da42-405d-ba49-5488e4cf8799_20250403T22:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need to verify eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] Sure, [PII] excuse me, um, my name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, and the phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is the name of the facility that you're working for?
[CUSTOMER][NEUTRAL] Children's Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patient's name is [PII]
[CUSTOMER][NEUTRAL] And you said date of birth?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. And what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] It is 01265676.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[AGENT][NEUTRAL] Alright, it's gonna be just a minute while my computer.
[AGENT][NEUTRAL] Gets itself together.
[AGENT][NEUTRAL] And I'll have that policy pulled up.
[AGENT][NEUTRAL] I'm sorry, my
[AGENT][NEUTRAL] Program decided to freeze for a minute, so I need to go back in it. I apologize. I normally would have had this done already for you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] I appreciate you being patient.
[AGENT][NEUTRAL] OK. I do show that [PII]'s does have an active policy. The effective date of the policy is [PII].
[AGENT][NEUTRAL] Let me make sure that's his uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, his effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII] is the subscriber?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] He's the policyholder.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, do you have a reference number?
[AGENT][NEUTRAL] Yes, you can use my name, [PII] in today's date.
[CUSTOMER][NEUTRAL] Inventory and then 0403-2025.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you?
[CUSTOMER][POSITIVE] That's all I needed, appreciate it.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mhm, bye-bye, Ms. [PII].
[CUSTOMER][NEUTRAL] Bye now.