AccountId: 011433970860
ContactId: a23e2a2d-9505-4b27-ac2d-28f1a97dd554
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59090 ms
Total Talk Time (AGENT): 27347 ms
Total Talk Time (CUSTOMER): 20188 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/a23e2a2d-9505-4b27-ac2d-28f1a97dd554_20250425T18:55_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 with OU Health. I'm calling to check eligibility for a patient.
[AGENT][NEUTRAL] Alright, [PII]. Happy to check on eligibility. What's their uh excuse me, policy number?
[CUSTOMER][NEUTRAL] I got 02170723.
[AGENT][NEUTRAL] And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have [PII], [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. Effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all I needed to verify. Can I get your name one more time, please?
[AGENT][NEUTRAL] Absolutely. It's [PII], which is [PII] and that's the call reference for today's date.
[CUSTOMER][POSITIVE] OK awesome thank you so much.
[AGENT][POSITIVE] Have a good one you're welcome.
[CUSTOMER][NEUTRAL] You too bye bye.