AccountId: 011433970860
ContactId: aa3f711a-0f2e-4367-9f2f-971a35aec948
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72550 ms
Total Talk Time (AGENT): 42587 ms
Total Talk Time (CUSTOMER): 22599 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/aa3f711a-0f2e-4367-9f2f-971a35aec948_20250415T13:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at OSU Family Medicine. I just need to verify eligibility for a patient's appointment.
[AGENT][NEUTRAL] OK, and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much. May I have the policy number please?
[CUSTOMER][NEUTRAL] Uh, it is 01888703.
[AGENT][NEUTRAL] OK, let me just repeat that to verify. I have that as 01888703.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, and you're calling to check eligibility. Give me one moment please, [PII].
[AGENT][NEUTRAL] Um, this policy shows effective as of [PII], but it shows that it turned as of [PII]. Um, please bear with me. Let me just check to see if there is an active policy. Thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And my apologies, [PII], I do not show an active policy on file. I'm sorry.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] OK, I will call the patient see if she's got new insurance, all right, thank you so much.
[AGENT][POSITIVE] OK. Thank you so much. Yes, ma'am. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.