AccountId: 011433970860
ContactId: bc4b657c-4d92-4560-9cd1-8513a57866e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115120 ms
Total Talk Time (AGENT): 43828 ms
Total Talk Time (CUSTOMER): 47992 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/2025/05/20/bc4b657c-4d92-4560-9cd1-8513a57866e6_20250520T17:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good uh good afternoon. What's your name again, sorry?
[AGENT][NEUTRAL] Uh, it's [PII]
[CUSTOMER][NEUTRAL] OK, OK. My name is [PII]. I'm calling from Houston Methodist Baytown.
[CUSTOMER][NEUTRAL] I just have one of your members coming in for ultrasound. I just need need to verify that if their benefit is active.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And I'm sorry, your name is again?
[CUSTOMER][POSITIVE] [PII] that's [PII]
[AGENT][NEUTRAL] OK, thank you. And what is the policy number plate, please?
[CUSTOMER][NEUTRAL] 016.
[CUSTOMER][NEUTRAL] 12,900.
[AGENT][NEUTRAL] OK. Thank you. Thank you. Sorry, I have hiccups today. Uh, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, give me one moment.
[CUSTOMER][NEUTRAL] That'll be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh heel NG [PII].
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII] and she is active on the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright and uh can I have a reference number for this call?
[AGENT][NEUTRAL] Oh, we don't give reference numbers. If you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK. And what's the first letter of your last name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] If it does
[CUSTOMER][POSITIVE] OK, alright, thank you so much. Have a lovely day.
[AGENT][POSITIVE] Uh yes sir, you too. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.