AccountId: 011433970860
ContactId: 5cfa704a-b6ff-4aab-8507-7d27973ddcd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171830 ms
Total Talk Time (AGENT): 87387 ms
Total Talk Time (CUSTOMER): 42988 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/5cfa704a-b6ff-4aab-8507-7d27973ddcd6_20250124T16:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm just calling with uh OU Health Partners in [PII], and I just need to verify um eligibility for a patient.
[AGENT][NEUTRAL] OK, so you're just needing eligibility, [PII], you're not needing benefits. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No, yeah, I, I just need to make sure it's active.
[AGENT][NEUTRAL] OK, sure. I can help you with that and you did say your name is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So first off what is a good call back number for you?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Uh let's see, it is 02349132.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] And bring in any information? I know.
[CUSTOMER][POSITIVE] All this back and forth weather has my energy like crazy.
[AGENT][NEUTRAL] I have been suffering myself, so my heart's going out to you.
[AGENT][NEUTRAL] Uh, one minute I'm OK and the next minute I'm not OK and it's, it's been pretty rough. Um, so any information that I do provide would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] We met [PII] in [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so she was the subscriber on this policy, but this policy brand is no longer active. It was active from [PII] to its term date of [PII], and there is no other policy that is currently active for her beyond that point.
[CUSTOMER][POSITIVE] All right, perfect.
[AGENT][NEUTRAL] All right. Well, can I help you with anything else today?
[CUSTOMER][NEUTRAL] All right. Is there a call?
[CUSTOMER][NEUTRAL] I don't think so. Um, is there a call reference number or anything?
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[CUSTOMER][POSITIVE] All right, perfect. Uh thank you so much.
[AGENT][POSITIVE] OK, well, you're very welcome and thank you again for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Uh-huh, thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.