AccountId: 011433970860
ContactId: 513240c7-6ef1-4949-a3db-2283d74a81c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120760 ms
Total Talk Time (AGENT): 55209 ms
Total Talk Time (CUSTOMER): 44044 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/513240c7-6ef1-4949-a3db-2283d74a81c3_20250310T14:06_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from a provider's office just wanting to check eligibility and uh benefits for a patient's medical.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility and benefits. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, that'll be [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 1086286.
[AGENT][NEUTRAL] OK. And what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It'll be University of Texas Southwestern Medical Center.
[AGENT][NEUTRAL] OK, thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. Let me see if I find any policy. This one is terminated. Bear with me.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEGATIVE] Yeah, I don't have a new policy for this member. This one was effective from [PII] and it terminated [PII]. There's no other policies with us.
[CUSTOMER][NEUTRAL] OK, uh, you said December [PII]?
[AGENT][NEUTRAL] First, mhm, yes, [PII].
[CUSTOMER][POSITIVE] [PII]. OK, thank you so much. I appreciate that. Have a great day.
[AGENT][POSITIVE] You're welcome. You as well. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling. Have a good day. Bye-bye.