AccountId: 011433970860
ContactId: e01c7e84-b346-4e5f-8c79-87bfe6e749c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182720 ms
Total Talk Time (AGENT): 44032 ms
Total Talk Time (CUSTOMER): 61210 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/e01c7e84-b346-4e5f-8c79-87bfe6e749c6_20250512T14:33_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII]. I'm calling from the Nicholas Children's Hospital to check the eligibility and benefits.
[AGENT][NEUTRAL] OK. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It will be [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, yes, sir. It's uh 01.
[CUSTOMER][NEUTRAL] 611539 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] OK. Patient name is uh [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you, [PII]. And you're eating, um, benefits?
[CUSTOMER][NEUTRAL] Yeah, yes, sir. I need a medical benefits.
[AGENT][NEUTRAL] OK, I can help you with that. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, this policy canceled [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy is not active.
[CUSTOMER][NEUTRAL] OK, is it active?
[CUSTOMER][NEUTRAL] OK. Is it got turned on to one of 25, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And is there any uh another active policy for this patient?
[AGENT][NEUTRAL] No, ma'am. I've already looked.
[CUSTOMER][NEUTRAL] OK. That's fine. It's got term on [PII], right?
[AGENT][NEUTRAL] Right. [PII].
[CUSTOMER][POSITIVE] OK, that's fine. Thank you so much. And can I get the reference number for our call?
[AGENT][NEUTRAL] We do not have call reference numbers you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, then. Thank you so much for your assistance. Have a great day. Bye.
[AGENT][POSITIVE] Thank you, [PII], for calling APLU as well.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too. Bye.