AccountId: 011433970860
ContactId: a38ea493-b3fe-4452-92c0-89da42ae347b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133820 ms
Total Talk Time (AGENT): 61979 ms
Total Talk Time (CUSTOMER): 45020 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/a38ea493-b3fe-4452-92c0-89da42ae347b_20250509T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from a facility and I was needing to check eligibility and benefits on a patient.
[AGENT][NEUTRAL] OK, I can help you with both eligibility and benefits. Can I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][POSITIVE] Yes, my name's [PII] as in happy.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oklahoma State University Medical Center.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you very much, Ms. [PII]. I appreciate that. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], um, policy number is
[CUSTOMER][NEUTRAL] D as in Dog 479-03012
[AGENT][NEUTRAL] OK, and then what's Miss [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold um because I need to transfer you on over to IMA so that you can get that benefit information. Let me give you the uh the phone number just in case the calls dropped during the transfer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The numbers [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and then you would choose option 1.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. So it's gonna be a quick, quick hold. You're very welcome, Ms. [PII].
[CUSTOMER][POSITIVE] OK, thank thank you so much.
[AGENT][POSITIVE] I hope you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree. If you would like.