AccountId: 011433970860
ContactId: 4c277f82-466a-4cd8-b49b-4d4188745a74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82150 ms
Total Talk Time (AGENT): 35883 ms
Total Talk Time (CUSTOMER): 31357 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/4c277f82-466a-4cd8-b49b-4d4188745a74_20250210T20:37_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII] and I'm calling with UT Health Austin. I was calling to verify eligibility on a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII]. And do you have that policy number?
[CUSTOMER][NEUTRAL] I do. I have 02284234 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Is [PII] 62564.
[AGENT][NEUTRAL] See, OK, I'm showing her effective date is [PII], and she is active on the policy.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Alright, and can I get a reference number for the call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII] last [PII].
[CUSTOMER][POSITIVE] Thank you for your help today.
[AGENT][POSITIVE] Alright, you're welcome and thanks for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.