AccountId: 011433970860
ContactId: 638d44e1-eeb1-46fc-b47b-b831f8a9c16b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189279 ms
Total Talk Time (AGENT): 86187 ms
Total Talk Time (CUSTOMER): 67093 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/638d44e1-eeb1-46fc-b47b-b831f8a9c16b_20250102T14:50_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling to verify eligibility for a patient.
[AGENT][NEUTRAL] Sure, I can assist you with the eligibility. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII] with OU Health Partners.
[AGENT][NEUTRAL] OK thank you and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Of course, it is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] I have a 00974225.
[AGENT][NEUTRAL] Thank you, Miss [PII]. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] I have a [PII], and date of birth [PII].
[AGENT][NEUTRAL] All right, all right.
[AGENT][NEUTRAL] And you said you need eligibility today. We have an effective date of, let's see, the birthday, [PII] and it is active at the moment. This is one of our secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Perfect. And is your claims address the [PII]?
[AGENT][NEUTRAL] That's an old address. It looks like they had the old card. Um, let me give you the correct one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And what would that be?
[AGENT][NEUTRAL] OK, that's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, so that was [PII].
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] And is the group number that I have for them at 15451 still up correct?
[AGENT][NEUTRAL] OK, let me check on that. One moment.
[CUSTOMER][NEUTRAL] So he's, they have an old car. I just wanna make sure we have the info.
[AGENT][NEUTRAL] Yeah, OK. No problem. 15451.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, yeah, it is the same one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. And is there a call reference number on this?
[AGENT][NEUTRAL] We don't have reference numbers, Miss [PII]. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] Yes, that would be great.
[AGENT][NEUTRAL] OK. All right. The spelling of my name is [PII].
[CUSTOMER][POSITIVE] OK, perfect. That is all I needed to verify. I appreciate your time and I hope you have a wonderful day.
[AGENT][POSITIVE] You as well, Miss [PII], and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.