AccountId: 011433970860
ContactId: 6210c024-4716-4ef5-a5af-745132f136f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159660 ms
Total Talk Time (AGENT): 59216 ms
Total Talk Time (CUSTOMER): 72722 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/6210c024-4716-4ef5-a5af-745132f136f6_20250310T15:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I'm calling from OU Health Center in [PII].
[CUSTOMER][NEUTRAL] And we have a patient that came to our clinic, our reproductive medicine clinic, and they have this in.
[AGENT][NEUTRAL] Are you there, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] OK, I can hear you.
[AGENT][NEUTRAL] OK, you said your name was [PII] and you're with OU Health Center and you have a patient that came through the reproductive clinic and that's as far as I heard.
[CUSTOMER][NEUTRAL] And I can't verify eligibility.
[AGENT][NEUTRAL] Oh, OK, I can help you with eligibility, Ms. [PII]. um, what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] [PII]. My extension is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK. The last name is [PII] First name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her birthday is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In her
[CUSTOMER][NEUTRAL] The policy number is 02441338.
[AGENT][NEUTRAL] OK, let me look her policy up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. Her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] That's all I needed just so I can go in there and put my notes that I did call, talk to somebody and that they did verify her eligibility. What was your name?
[AGENT][NEUTRAL] Yes. My name is [PII]
[CUSTOMER][POSITIVE] OK. Thank you so much for your help, [PII]. You have a great day.
[AGENT][POSITIVE] You're very welcome. You too, Ms. [PII] and anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mhm. Yes.
[CUSTOMER][POSITIVE] No, that's all I needed. Thank you so much.
[AGENT][POSITIVE] OK, you take care and have a blessed day and thanks for calling ATL Ms. [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] You too bye bye.