AccountId: 011433970860
ContactId: e1deba06-ca30-4c3e-b251-db5010461dc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167440 ms
Total Talk Time (AGENT): 62691 ms
Total Talk Time (CUSTOMER): 39533 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/e1deba06-ca30-4c3e-b251-db5010461dc3_20250127T14:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from the Nicholas Children's Hospital. I'm just checking our patient eligibility and benefits.
[AGENT][NEUTRAL] OK, [PII], you're needing benefits and eligibility for members, is that correct?
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][POSITIVE] Yes, I can help you with those things. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can I callback number?
[CUSTOMER][NEUTRAL] It's [PII] and the [PII] of [PII].
[AGENT][NEUTRAL] Thank you and the patient's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Her policy number it's 1113294.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and [PII] again, any information that is provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Yeah, patient first name is [PII] and the last name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] You're OK.
[AGENT][NEUTRAL] OK, so I do show that she had been a dependent on this policy. This policy was active, [PII], from [PII].
[AGENT][NEUTRAL] To its term date of [PII] and there is no other active coverage beyond that point with APL.
[CUSTOMER][POSITIVE] OK, thank you for that information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And so what is the call reference number for conversation?
[AGENT][NEUTRAL] Yes, it would be my name along with today's date.
[CUSTOMER][POSITIVE] OK, [PII], thank you for putting all this information. Have a wonderful day. Stay safe and bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I hope you, yes, I hope you have a very nice day too, and thank you again for calling APL [PII].
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.