AccountId: 011433970860
ContactId: d953f1d7-ad7f-408a-94f0-58cc8deeaa05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100419 ms
Total Talk Time (AGENT): 34401 ms
Total Talk Time (CUSTOMER): 49590 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/d953f1d7-ad7f-408a-94f0-58cc8deeaa05_20250213T13:39_UTC.wav
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[AGENT][NEUTRAL] Caller APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, can you hear me?
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Shriners Hospital for Children, and I'm trying to get eligibility on a patient, please, ma'am.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that.
[AGENT][NEUTRAL] Can I have a callback number for you and that policy number of the member that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] OK, my callback number direct line [PII].
[CUSTOMER][NEUTRAL] And um member number is.
[CUSTOMER][NEUTRAL] 01661549
[AGENT][NEUTRAL] Thank you, [PII]. Could you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII], date of birth [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility for outpatient services?
[CUSTOMER][NEUTRAL] Yes ma'am, I just need an effective date and then a reference number if there is one.
[AGENT][NEUTRAL] The policy has been active since [PII] and is currently active and unfortunately we don't, we don't provide reference numbers.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I have your name again?
[CUSTOMER][NEUTRAL] OK, what
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] And what's the um what's the first initial to your last name is [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, well, that's all I needed. Thank you so very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL Trace and have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You too bye bye.