AccountId: 011433970860
ContactId: 3d22114d-327e-47bc-a3e9-1ae7479258a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80739 ms
Total Talk Time (AGENT): 48759 ms
Total Talk Time (CUSTOMER): 23870 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/3d22114d-327e-47bc-a3e9-1ae7479258a2_20250214T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to verify eligibility.
[AGENT][NEUTRAL] Sure, I can take eligibility for you. What was your name?
[CUSTOMER][NEUTRAL] Well, this is [PII] with Advanced Orthopedics of Oklahoma.
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] All right, thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] I do it's 01457169.
[AGENT][NEUTRAL] OK, thank you, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that [PII]. So this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK, that's what I needed to know is there a uh call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] No that's it for today thank you so much.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.