AccountId: 011433970860
ContactId: 527a0244-0d40-4e8f-9ebb-a4e2142a1546
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107639 ms
Total Talk Time (AGENT): 53480 ms
Total Talk Time (CUSTOMER): 44027 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/527a0244-0d40-4e8f-9ebb-a4e2142a1546_20250306T19:49_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Last initial [PII] I'm with um with UT Southwestern Medical Center. Um, I was calling to verify a patient's eligibility and just make sure her plan is active as a secondary coverage.
[AGENT][POSITIVE] It would be my pleasure to assist you with that eligibility, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] The callback number will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 02449815
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please, ma'am.
[CUSTOMER][NEUTRAL] That's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you, and I can help you with that eligibility for [PII]. I am showing that [PII]'s policy is active. Effective date is [PII]. And this is a secondary policy to the policyholder's Major Medical.
[AGENT][NEUTRAL] Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No, that's going to be it. Is there a call reference number?
[AGENT][NEUTRAL] It's going to be my name and today's date, and I spell my name [PII]
[AGENT][NEUTRAL] Little.
[CUSTOMER][POSITIVE] Perfect thank you and I appreciate your help today. I hope you have a good day.
[AGENT][POSITIVE] Oh, thank you for calling APL Molly. It was my pleasure to assist you. Have a wonderful afternoon.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.