AccountId: 011433970860
ContactId: e5182bd5-0b1e-44b1-8932-04c62e85a8c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73360 ms
Total Talk Time (AGENT): 30461 ms
Total Talk Time (CUSTOMER): 32689 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/e5182bd5-0b1e-44b1-8932-04c62e85a8c0_20250213T20:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Houston Methodist Hospital. I just wanna verify a benefit for a patient that's coming in into our facility.
[AGENT][NEUTRAL] OK, I'm happy to verify benefits. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Let's see, the policy number is, let me go back to the other page, it's 2267455.
[AGENT][NEUTRAL] Alright, let me pull that up here one moment.
[AGENT][NEUTRAL] And if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] [PII].
[AGENT][POSITIVE] Thank you so much. So the patient is active. The effective date on this is [PII]. We are the secondary insurance, so this would cover deductible, co-pay, and co-insurance.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, alright, and it doesn't require any type of authorization or anything like that for um, yeah, OK, alright, I appreciate your help. Thank you.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.