AccountId: 011433970860
ContactId: 7e8078a1-04a8-452f-8738-0fd69dd0e452
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106169 ms
Total Talk Time (AGENT): 29620 ms
Total Talk Time (CUSTOMER): 45475 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/7e8078a1-04a8-452f-8738-0fd69dd0e452_20250402T17:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm with OU Health Previsit registration. How are you doing today?
[AGENT][POSITIVE] Doing good. How are you?
[CUSTOMER][POSITIVE] I'm good, thank you for asking. I was giving y'all a call. I was wanting to check eligibility for one of our patients who's going to be coming in to see us.
[AGENT][NEUTRAL] OK, I can help you with eligibility, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, that'll be [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You have the policy number of the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, that is 01462911.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] That is.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you just need eligibility or do you need benefits as well?
[CUSTOMER][NEUTRAL] Uh, just eligibility, please.
[AGENT][POSITIVE] I've got an effective date of [PII] and the policy is active.
[CUSTOMER][POSITIVE] OK, perfect that gets me all squared away and is there a reference number I could use for this phone call?
[AGENT][NEUTRAL] Uh, it's just my first name, first initial and my last name, so it's [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much Miss [PII], have a good rest of your day.
[AGENT][POSITIVE] Thank you for calling APL you as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Yeah