AccountId: 011433970860
ContactId: 3666d167-5af4-4819-9aad-ca2db7bce2db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97209 ms
Total Talk Time (AGENT): 43212 ms
Total Talk Time (CUSTOMER): 36972 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/3666d167-5af4-4819-9aad-ca2db7bce2db_20250304T22:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm just calling with OU Health Partners in [PII], and I'm just needing to verify eligibility for a patient.
[AGENT][NEUTRAL] Yes, Ms. [PII], I can help you with eligibility on a patient. Can I please get your callback number?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] with a K, uh [PII], and then 22491.
[CUSTOMER][NEUTRAL] And the ID is 01462911.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look for that policy real quick for us.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, I've got Miss [PII] pulled up and her
[AGENT][NEUTRAL] Policy is active. Her effective date is [PII].
[CUSTOMER][POSITIVE] Right, perfect.
[CUSTOMER][NEUTRAL] And uh is there a call reference number or anything?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect. All right, thank you so much.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Thanks for calling APL today.
[AGENT][POSITIVE] Yeah, you have a good night. Yes, ma'am. You have a good night. All right, bye-bye.
[CUSTOMER][POSITIVE] My pleasure. Thank you.
[CUSTOMER][NEUTRAL] You too.