AccountId: 011433970860
ContactId: b01bd4ae-8952-43ac-b64c-8f6cdb1c46bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180979 ms
Total Talk Time (AGENT): 77380 ms
Total Talk Time (CUSTOMER): 47822 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/b01bd4ae-8952-43ac-b64c-8f6cdb1c46bf_20250408T14:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling with OU Health Partners in [PII], and I'm just needing to verify eligibility for a patient.
[AGENT][NEUTRAL] Of course, [PII], your name is, what was your name again? Sorry.
[CUSTOMER][NEUTRAL] It it's bring in
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, I can help you with eligibility today. Let's see here.
[AGENT][NEUTRAL] What do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is let's see 021-65940.
[AGENT][POSITIVE] OK, perfect, thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][POSITIVE] OK perfect thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and [PII].
[AGENT][NEUTRAL] Uh, does [PII] have a different name by chance?
[CUSTOMER][NEUTRAL] Oh, possibly [PII].
[AGENT][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] I just saw the the ID card and I was like wait, it does say [PII] there but yeah he he's under [PII] for some reason maybe that's his middle name.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh yeah. I know like my stepbrother, he goes by his like middle name now, like, halfway through his life, he's like, oh, I wanna go by [PII]. I'm like, OK, that's not what I called you as a child.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] So weird. Um, OK, so it looks like [PII].
[CUSTOMER][POSITIVE] It's funny.
[AGENT][NEUTRAL] [PII]'s no longer active on this policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, this policy is no longer active at this time.
[CUSTOMER][NEUTRAL] Alright, and does it have a term, the term date?
[AGENT][NEUTRAL] Yes, it is [PII].
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Alright, and is there a call reference number?
[AGENT][NEUTRAL] Yes, it is [PII], my first name, [PII]
[AGENT][NEUTRAL] Last initial [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][NEUTRAL] Yeah, uh, uh, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] All right well have a good day and thank you for calling APO.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Mhm. Bye.
[CUSTOMER][POSITIVE] Thank you bye bye.