AccountId: 011433970860
ContactId: 97a1836c-74eb-4f7e-97ac-de5fb86c6a48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133550 ms
Total Talk Time (AGENT): 50167 ms
Total Talk Time (CUSTOMER): 57240 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/97a1836c-74eb-4f7e-97ac-de5fb86c6a48_20250121T15:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from OU Medical Center.
[CUSTOMER][NEUTRAL] And we have a patient that's gonna be coming in for an MRI and I just need to verify her benefits.
[AGENT][POSITIVE] OK, yeah, I could check those benefits for you today. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] All right, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 01792110.
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Her name is [PII]. I'm sorry. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy actually terminated, uh, [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, what was your name again?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so they do not, this was the only policy they had with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well, um, I will just have to, OK, I, I just left a message for the patient to call me, but now I just text her and let her know we have no insurance on file. OK, and [PII], what is the, no, that's OK. What is the first initial to your last name?
[AGENT][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] It's A.
[AGENT][NEUTRAL] Uh, was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if I could get a call reference number.
[AGENT][NEUTRAL] Yes, reference number would just be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you, bye bye.