AccountId: 011433970860
ContactId: ecd4d7da-b763-401f-96e8-ed9c4913cc8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77319 ms
Total Talk Time (AGENT): 33821 ms
Total Talk Time (CUSTOMER): 33970 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/ecd4d7da-b763-401f-96e8-ed9c4913cc8a_20250501T17:52_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, good afternoon. My name is [PII] and first initial of my last name is [PII]. I'm calling from Texas Medicaid to verify a termination date on a member's coverage.
[AGENT][NEUTRAL] OK, I can definitely help you with the termination date. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, the phone number will be [PII], no extension, and the ID number is 01786833.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, this is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and the termination date for, oh, they're all the same. OK, [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much. I believe that's all I needed to verify.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I hope you have a great day and a great weekend.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you. Bye bye.