AccountId: 011433970860
ContactId: 8a26eed1-b0ae-4a8f-a264-97c1643a98bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102099 ms
Total Talk Time (AGENT): 41036 ms
Total Talk Time (CUSTOMER): 39649 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/8a26eed1-b0ae-4a8f-a264-97c1643a98bf_20250204T18:51_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 with a uh primary care doctor's office. I'm just trying to check eligibility on a patient's insurance.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility. Um, can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Health Texas providers Network.
[AGENT][NEUTRAL] OK, thank you. And then what's the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] 02045048 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] OK, let me pull that policy in for us real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy.
[AGENT][NEUTRAL] His effective date is [PII].
[CUSTOMER][NEUTRAL] OK, and is there a reference number for this call, [PII]?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] [PII] alright perfect thank you for your help I appreciate it.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. You have a great rest of your day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] You too bye bye.