AccountId: 011433970860
ContactId: f2197735-35f2-4d7b-aaab-1317a57e3870
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150339 ms
Total Talk Time (AGENT): 58330 ms
Total Talk Time (CUSTOMER): 48046 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/f2197735-35f2-4d7b-aaab-1317a57e3870_20250407T21:04_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, this is [PII] with UTMB in [PII]. I'm just trying to verify benefits for one of your members trying to make sure the patient is active for the month of April.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility or benefits, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And I'm sorry, can you repeat the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, yes, UTNB at [PII], also known as University of Texas Medical Branch.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, uh, the policy number it is 01653567.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh [PII], that's [PII]
[CUSTOMER][NEUTRAL] Um, I'm showing the birthday is [PII].
[AGENT][NEUTRAL] OK, thank you. We have an active number. It is at.
[CUSTOMER][NEUTRAL] I'm sorry, 525 and 19.
[AGENT][NEUTRAL] Yes, OK. Um, and we have an effective date of [PII]. It is active at the moment and this is one of our secondary supplemental plans to the major medical.
[CUSTOMER][NEUTRAL] OK. Um, I'm sorry, can I have your name again?
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][NEUTRAL] OK. And can I have a call reference number or just use your name in today's date?
[AGENT][NEUTRAL] My name in today's thing.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, sounds good thank you so much I appreciate all your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you for that.