AccountId: 011433970860
ContactId: a29873f6-ec11-4394-a7dd-f047add006cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91709 ms
Total Talk Time (AGENT): 40807 ms
Total Talk Time (CUSTOMER): 27265 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/a29873f6-ec11-4394-a7dd-f047add006cf_20250521T13:50_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, so I needed to verify benefits and eligibility, please.
[AGENT][POSITIVE] Sure, I can assist you with eligibility and benefits. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have um the name of the facility you're calling from and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] University of Texas Medical branch UTMB [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number.
[CUSTOMER][NEUTRAL] It is 02247486.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you, Miss. Um, let me see if I have a new policy. This one is terminated. Bear with me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] I don't have an active policy for this member. This one terminated back in [PII].
[CUSTOMER][NEUTRAL] Uh, let me write that. uh 09.
[CUSTOMER][NEUTRAL] For.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you. That's what I needed. Thank you.
[AGENT][POSITIVE] You. You're welcome and thank you for calling ATL. Have a good day, Ms. [PII]