AccountId: 011433970860
ContactId: 2e303440-d8ac-4322-9be1-51696fe74978
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327839 ms
Total Talk Time (AGENT): 122416 ms
Total Talk Time (CUSTOMER): 77224 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/2e303440-d8ac-4322-9be1-51696fe74978_20250422T17:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to verify plan, uh, what eligibility and benefits.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility and benefits. May I please get your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] My callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I'm calling with Texas Health Presbyterian Hospital of Dallas.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And the patient's name, date of birth, and policy number.
[AGENT][NEUTRAL] Ms. [PII], are you there?
[CUSTOMER][NEUTRAL] Yeah, I'm sorry, can you hear me?
[AGENT][NEUTRAL] OK, I can hear you now. I couldn't hear you there for a minute. Uh, yes ma'am. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. It was [PII], [PII].
[CUSTOMER][NEUTRAL] And the policy number is 24842.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 24842.
[CUSTOMER][POSITIVE] Uh-huh. That's all I have, so I hope that's correct.
[AGENT][NEUTRAL] Uh, OK, uh, that's not pulling up [PII].
[AGENT][NEUTRAL] Uh, his social I can look it up by.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see what I have.
[AGENT][NEUTRAL] I wonder if that's a group number. Let me see if I can try to see if that's a group number real quick.
[CUSTOMER][NEUTRAL] With secondary insurance.
[AGENT][NEUTRAL] You may see an inpatient or outpatient certificate number.
[CUSTOMER][NEUTRAL] Well, he hasn't given us a copy of the card. If he has a card, he
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] This information was provided by phone, so.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me see if that's correct then.
[AGENT][NEUTRAL] And it's [PII], you said?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] OK, let me see if I can find them for the group.
[AGENT][NEUTRAL] Hm, I'm not able to find that apparently that's not that is one of our group numbers, but it's not pulling up [PII] for me. Let me keep looking real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is he gonna be the policy holder?
[CUSTOMER][NEUTRAL] We, I, I don't know, um, but
[CUSTOMER][POSITIVE] We maybe we can reach out to him again and make sure we have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] The correct information.
[AGENT][NEUTRAL] Oh, not showing him as a policy holder, and that may not, I mean, I was just, I was just calling hoping that was a good number for him so I could help you, but I, I'm not seeing a [PII].
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah it may be if we can reach out and then just ask him.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] If he has to just give you all the numbers on his card.
[CUSTOMER][NEUTRAL] OK. Uh, let me try.
[AGENT][NEUTRAL] So that we can get his policy number.
[CUSTOMER][NEUTRAL] Let me try that.
[AGENT][NEUTRAL] OK, did you want me to stay on the phone with you while you did that, or did you want to call back?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] No, uh, we will call back. Thank you.
[AGENT][POSITIVE] OK, you're very welcome. I hope you have a wonderful day and we thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Have a good day. Bye.
[AGENT][NEUTRAL] You too.