AccountId: 011433970860
ContactId: 7856ec23-0108-46de-a91a-a96121955402
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149110 ms
Total Talk Time (AGENT): 48689 ms
Total Talk Time (CUSTOMER): 62733 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/7856ec23-0108-46de-a91a-a96121955402_20250204T23:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Um, [PII], I was calling to see if I can get.
[CUSTOMER][NEUTRAL] Uh, a validation if a patient has active coverage.
[AGENT][NEUTRAL] Yes, I can um check for eligibility for you. Can you please give me your name and your callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] My name is [PII], callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And what is the patient's name?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] uh [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's policy number?
[CUSTOMER][NEUTRAL] That is.
[CUSTOMER][NEUTRAL] 1462939
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Norman Regional.
[AGENT][NEUTRAL] OK, let me pull up that patient for us real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and her effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then give me one second.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I could just get I'm gonna get um a reference number and stuff if you don't mind and um.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, you can use my name it's [PII].
[CUSTOMER][NEUTRAL] And what what was your
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] No, I was gonna say your first name again, but you got it.
[AGENT][NEUTRAL] It's [PII], it's [PII]
[CUSTOMER][NEUTRAL] OK, and the first initial of your last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you. Alrighty, well, I appreciate your help, [PII].
[AGENT][POSITIVE] Well thank you Ms. [PII] for calling you have a good rest of your night. We appreciate you calling APL.
[CUSTOMER][POSITIVE] You do the same, thank you.
[AGENT][NEUTRAL] All right. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye bye bye.