AccountId: 011433970860
ContactId: addd31f3-c42d-4ece-a718-3f5ae880052d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166000 ms
Total Talk Time (AGENT): 53484 ms
Total Talk Time (CUSTOMER): 88376 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/addd31f3-c42d-4ece-a718-3f5ae880052d_20250519T18:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I have one day.
[CUSTOMER][NEUTRAL] I'm sorry, what was your name, please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright, thank you for answering my call this afternoon. My name is [PII], and I'm calling from Texas Health Family Care. Uh, we were able to verify the patient's benefits electronically, so we wanted to make sure that, uh, the plan is active if you can help me with that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, yes, that's gonna be [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, 02449815.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] First name [PII].
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII], and that's [PII].
[AGENT][NEUTRAL] OK. What's his date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect. Thank you. All right. We have an effective date of [PII]. It is active and this is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, it is active let me see here.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, let me see here.
[CUSTOMER][NEUTRAL] OK, and let me see here, it is active and it's been active you said since [PII].
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Hello. OK, alright, ma'am, and let me see here. OK, that's what I needed to know on this particular um.
[CUSTOMER][NEUTRAL] On this particular plan, Miss So, was there a reference number for this call, please?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] Uh, no, not at this time, but, um, thank you for all the help that you've given me this afternoon. I sincerely appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Mrs. [PII].
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.