AccountId: 011433970860
ContactId: a7a25d40-59cc-4f89-97a5-22c84dab9296
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100540 ms
Total Talk Time (AGENT): 45772 ms
Total Talk Time (CUSTOMER): 30081 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/a7a25d40-59cc-4f89-97a5-22c84dab9296_20250519T14:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling and APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just trying to verify uh eligibility for a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility. May I please get your name and your call back number just in case the call's dropped.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is uh
[AGENT][NEUTRAL] The name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Pediatric ENT of Oklahoma.
[AGENT][NEUTRAL] And the patient's name, date of birth, and policy number.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] The name is [PII].
[CUSTOMER][NEUTRAL] The policy number is 017921110.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for Thea is no longer active. The policy terminated on [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And we do not have any active policies on file at this time.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye bye.