AccountId: 011433970860
ContactId: de96dbdc-7cda-4080-9b2d-ab827f372e6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153520 ms
Total Talk Time (AGENT): 48843 ms
Total Talk Time (CUSTOMER): 73635 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/de96dbdc-7cda-4080-9b2d-ab827f372e6a_20250507T15:32_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII] I am. Yes, hi, good morning. This is [PII] from Nichola's Children's Hospital. How are you doing this morning?
[AGENT][POSITIVE] I'm good, [PII].
[CUSTOMER][NEUTRAL] I'm calling regarding uh eligibility. What's your first name?
[AGENT][NEUTRAL] It's [PII], first initial last name is [PII], so you're just wanting the eligibility dates?
[CUSTOMER][NEUTRAL] I said
[CUSTOMER][NEUTRAL] Yes, you said [PII]?
[AGENT][NEUTRAL] [PII], uh-huh.
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Oh thank you that and then is your your last name again [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much, um, you want the policy number?
[AGENT][NEUTRAL] I'm verifying, did you just want eligibility dates?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, OK, and yes, the policy number, please.
[CUSTOMER][NEUTRAL] Moment.
[CUSTOMER][NEUTRAL] Policy number is 01981869.
[CUSTOMER][NEUTRAL] M for Mary, L for Larry.
[CUSTOMER][NEUTRAL] And number 8.
[AGENT][NEUTRAL] OK. And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s birthday, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I show an effective date of [PII].
[AGENT][NEUTRAL] And the policy is no longer active as of [PII], so no active coverage for this patient.
[CUSTOMER][NEUTRAL] So [PII], the policy is, well, technically then it it it turned [PII].
[AGENT][NEUTRAL] 2
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] That's what I needed to make sure, so it was effective [PII].
[CUSTOMER][NEUTRAL] Terminated [PII] and [PII].
[AGENT][NEUTRAL] Correct. Any other questions?
[CUSTOMER][POSITIVE] OK, perfect. No, that'll be all. Thank you so much. I really appreciate your time and help.
[AGENT][POSITIVE] Oh, you're one welcome [PII]. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Take care. Bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.