AccountId: 011433970860
ContactId: f79dc46b-f457-4622-930d-800d83e9dbe5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101080 ms
Total Talk Time (AGENT): 55788 ms
Total Talk Time (CUSTOMER): 31629 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/f79dc46b-f457-4622-930d-800d83e9dbe5_20250224T22:16_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to, from Nicholas Children's Hospital for verification of benefits.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with verification. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 1904274
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] And I'll be happy to assist you with that eligibility.
[AGENT][NEUTRAL] Now that policy actually turned on 10-1-2020.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They did have another.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Yeah, that, that policy turned on 10-1-2021. I was checking to see if they had any other coverage, and they did not.
[CUSTOMER][POSITIVE] OK. OK. All right, thank you.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, call reference, please.
[AGENT][POSITIVE] The call reference number is my name and today's date. I spell my name [PII], it was a pleasure to assist you with that eligibility, and I hope you have a lovely evening.
[CUSTOMER][POSITIVE] Thank you. Same to you. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. Take care. Bye bye.
[CUSTOMER][NEUTRAL] Bye.