AccountId: 011433970860
ContactId: 1d2d8463-0647-435f-bb67-462a068ce0b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109150 ms
Total Talk Time (AGENT): 47567 ms
Total Talk Time (CUSTOMER): 31361 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/1d2d8463-0647-435f-bb67-462a068ce0b9_20250102T18:36_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, can you be, uh, sorry, my name is [PII]. I'm calling from OU Health. Uh, can you please help me with eligibility for a patient?
[AGENT][POSITIVE] Yeah, absolutely. Happy to check on eligibility for you. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] I do let me know when you're ready.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] It's 01888740.
[AGENT][POSITIVE] Alright, thank you so much. Let me take a look here.
[AGENT][NEUTRAL] And what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Uh, [PII] I don't want to butcher it.
[AGENT][NEUTRAL] And just her date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you so much. So the patient plan is active. The effective date is [PII]. We're the secondary insurance, so this is gonna cover deductible, co-pay, co-insurance of primary does not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, do you have a call reference for me?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial than today's date. My name again is [PII] spelled [PII] Last initial to my name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much for your help, [PII].
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Uh bye bye.
[CUSTOMER][NEUTRAL] Bye bye.