AccountId: 011433970860
ContactId: 1274cfc5-fa2c-449b-947c-dacde3992c90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104669 ms
Total Talk Time (AGENT): 44061 ms
Total Talk Time (CUSTOMER): 42450 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/1274cfc5-fa2c-449b-947c-dacde3992c90_20250513T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi [PII], I was actually just calling to verify eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. May I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And phone number is [PII] calling from Advanced Orthopedics of Oklahoma.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And what is the um patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth is [PII], and member ID I have is 01905651.
[AGENT][NEUTRAL] OK, let me pull up his policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I do show that [PII] does have an active policy with us and his effective date is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much and would you happen to have a reference number?
[AGENT][POSITIVE] Yes ma'am, you can use my name [PII] and today's date and is that everything I can.
[AGENT][NEUTRAL] Help you with Ms. [PII] before we go?
[CUSTOMER][POSITIVE] Yes ma'am have a great day.
[AGENT][POSITIVE] You have a wonderful day too and thanks for calling APL ma'am bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.