AccountId: 011433970860
ContactId: c6d72acd-e27c-4999-ad2a-193803ea73f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196029 ms
Total Talk Time (AGENT): 67963 ms
Total Talk Time (CUSTOMER): 65246 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/c6d72acd-e27c-4999-ad2a-193803ea73f4_20250603T20:48_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] Hi, so my name is [PII]. I'm calling from Parkland Hospital, and I just wanted to verify eligibility.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility. OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, I actually have their social.
[AGENT][NEUTRAL] Um, um, bear with me.
[CUSTOMER][NEUTRAL] Don't have their policy number.
[AGENT][NEUTRAL] Yes, OK, let me just pull another system.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I don't have it. Mm mm, no, no, we got social. Is this like a main holder or is it a dependent?
[CUSTOMER][NEUTRAL] Nothing pulled up.
[CUSTOMER][NEUTRAL] Uh, it could be a spouse. I'm not sure. Um, could we try maybe their name and date of birth?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, we can try that because if it's uh if it's not the main holder, it may not pull with the social. Um let me have the spelling of the last name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] And the spelling of the first name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the address, Miss [PII]?
[CUSTOMER][NEUTRAL] I have I have [PII].
[AGENT][NEGATIVE] No, I was not able to find her in our system.
[CUSTOMER][NEUTRAL] OK, no worries. And then, I'm sorry, uh, could you uh spell your first name? I think you said it was [PII].
[AGENT][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] OK, perfect. Would I use that uh for a reference number as well?
[AGENT][NEUTRAL] Yes, we don't have a reference number so you can use my name and the date.
[CUSTOMER][POSITIVE] Oh great. I appreciate your time. Thank you so much.
[AGENT][POSITIVE] You're welcome, you as well. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.