AccountId: 011433970860
ContactId: 088355eb-12c5-4b4f-adaa-7c89cb998bf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112230 ms
Total Talk Time (AGENT): 48640 ms
Total Talk Time (CUSTOMER): 38920 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/088355eb-12c5-4b4f-adaa-7c89cb998bf3_20250306T13:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. This is [PII] with Texas Children's Hospital, and I was calling to see if I could get benefits for a member, please.
[AGENT][POSITIVE] OK, well I can definitely help you with the benefits and that, may I have a good contact number in case we disconnect?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that and can you verify the numbers, I'm sorry, the number?
[CUSTOMER][NEUTRAL] The ID number is [PII].
[AGENT][POSITIVE] Thanks one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member
[AGENT][NEUTRAL] First and date of birth?
[CUSTOMER][NEUTRAL] Um, the date of birth is [PII].
[AGENT][NEUTRAL] Name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment and all the information is a verification of benefits, not a guarantee of payment. So I am showing this particular policy um is no longer active. It was effective from the [PII], and there were no other policies after this one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it turned on [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Um, hold on one moment, let me go back. [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][POSITIVE] Alrighty, thank you.
[AGENT][POSITIVE] You're welcome, sir. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh, no, that's it, thank you.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.