AccountId: 011433970860
ContactId: dfef5171-8453-4ce9-80c8-772001f571e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93519 ms
Total Talk Time (AGENT): 40161 ms
Total Talk Time (CUSTOMER): 43251 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/dfef5171-8453-4ce9-80c8-772001f571e1_20250227T15:50_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]. I'm calling from Nicholas Children's Outpatient Center. Um, I'm calling just to verify the eligibility of a patient that has this insurance from a different date of service from today.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, yeah, I can check that eligibility for you. Um, I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do, yes, it is 02258750 ML 8.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. So this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Perfect, um, and then for a reference number, would that be your name in today's date?
[AGENT][NEUTRAL] Uh, it would be my first name, last initial, and today's date. Uh, so my name is spelled [PII] And was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that'll be all thank you so much for your help.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.