AccountId: 011433970860
ContactId: 25152a2e-dd81-477a-914a-e95310e85837
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104849 ms
Total Talk Time (AGENT): 38047 ms
Total Talk Time (CUSTOMER): 46053 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/25152a2e-dd81-477a-914a-e95310e85837_20250509T16:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Western Oklahoma Anesthesia Consultants. I just want to verify if a patient is eligible for coverage.
[AGENT][NEUTRAL] OK. Excuse me, I can verify eligibility for you and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] I have 01894753.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] I'm sorry, I missed your name in the beginning. My phone was acting up.
[AGENT][NEUTRAL] Oh no, you're fine. It's [PII] last initial [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII], I'm [PII].
[AGENT][NEUTRAL] OK. Thank you, ma'am. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Well, I show they had a policy with us, but it terminated on [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, the date of service is [PII].
[AGENT][NEUTRAL] Ma'am, and I don't sure if she has any active coverage with us.
[CUSTOMER][POSITIVE] OK, well, thank you very much for your help. Do have a good day.
[AGENT][POSITIVE] Alright, you too, and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][NEUTRAL] Mm bye.