AccountId: 011433970860
ContactId: 0613aa87-f15d-4d15-be5d-92204fdcc8e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130449 ms
Total Talk Time (AGENT): 57069 ms
Total Talk Time (CUSTOMER): 30399 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/0613aa87-f15d-4d15-be5d-92204fdcc8e1_20250422T14:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I need to verify eligibility.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected and the name of the facility for my notation.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, OU Health Incorporated.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy numbers?
[CUSTOMER][NEUTRAL] I have it as.
[CUSTOMER][NEUTRAL] 02170723
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] Mhm. Thank you. All right. And you say you need eligibility. We have an effective date of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, it is active at the moment and this is one of our secondary supplemental plans for the major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you all do reference numbers?
[AGENT][NEUTRAL] We don't. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, sure. That's [PII].
[CUSTOMER][POSITIVE] All right, thank you so much and you have a blessed day.
[AGENT][POSITIVE] You're welcome. You as well, Ms. [PII], and thank you for calling APL. Have a good day.