AccountId: 011433970860
ContactId: e8fdc2b9-eca3-4949-851b-2047044f13f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94010 ms
Total Talk Time (AGENT): 43545 ms
Total Talk Time (CUSTOMER): 44722 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/e8fdc2b9-eca3-4949-851b-2047044f13f0_20250106T23:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good afternoon. My name is [PII]. I work here at the Nicholas Children's Outpatient Center. I'm calling in regards to a mutual client of ours that are currently being seen. I just wanted to make sure that they have coverage.
[AGENT][NEUTRAL] Yeah, we could check eligibility. [PII], um, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, of course it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][POSITIVE] Yes I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 02502559.
[AGENT][POSITIVE] Alright thank you one moment.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] And her date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][POSITIVE] OK perfect thank you that's all I needed and do you guys give reference numbers or mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, yeah, it would just be my first name, last initial, and today's date, and so my name is spelled [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No that's all I needed thank you so much you were lovely.
[AGENT][POSITIVE] Alright, yeah, of course, thank you, appreciate you. I hope you have a great rest of your night.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.