AccountId: 011433970860
ContactId: ce239698-957f-4a33-bde3-580a051a75ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117519 ms
Total Talk Time (AGENT): 59067 ms
Total Talk Time (CUSTOMER): 45799 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/ce239698-957f-4a33-bde3-580a051a75ee_20250123T18:36_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], this is [PII] at Ascension Saint John Broken Arrow Hospital, and I just need to verify eligibility on the patient, please.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check on eligibility today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number is 02566581.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up and do you have a good call back number?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you so much. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] It is [PII], last name [PII], date of birth [PII].
[AGENT][POSITIVE] Thank you so much. So, patient plan is active. Um, it looks like the effective date on this is [PII]. We are the secondary insurance, so this is gonna cover deductible, co-pay, and co-insurance. The primary does not.
[CUSTOMER][NEUTRAL] OK, and [PII], do you have a reference call reference number for me?
[AGENT][NEUTRAL] Absolutely, that's gonna be my name with my last initial and then today's date. The last initial to my name is going to.
[CUSTOMER][NEUTRAL] I'm sorry, say that again, hon, [PII]
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Yeah, so the call reference is my name with my last name initial.
[AGENT][NEUTRAL] So, the last initial to my name is [PII], first name is [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK great I appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good one.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.