AccountId: 011433970860
ContactId: 52487a41-1a27-4cad-b7b0-b440b79a23ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109660 ms
Total Talk Time (AGENT): 48666 ms
Total Talk Time (CUSTOMER): 43820 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/52487a41-1a27-4cad-b7b0-b440b79a23ea_20250416T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello Ms. [PII], my name is [PII]. I'm with OU Health Previsit registration. How are you doing today?
[AGENT][POSITIVE] I am doing well [PII] how are you?
[CUSTOMER][POSITIVE] I'm good, thank you for asking. I was giving y'all a call. We have a patient who's going to be coming in to see our clinic and I was giving y'all a call to check eligibility for the patient.
[AGENT][NEUTRAL] Sure I could check that eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure thing. It is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do. That is 02141171.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Uh, that is Ms. [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect. Thank you for verifying that date. 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][POSITIVE] Perfect. Thank you so much. I appreciate that. And is there a reference number I could use for this phone call?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Um so my name is spelled [PII] [PII] Was there anything else I could help you with today?
[CUSTOMER][POSITIVE] No, ma'am. That gets me all taken care of, Ms. [PII]. Thank you so much. Have a good rest of your day.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Of course, thanks for giving us a call you too bye bye.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Bye bye.