AccountId: 011433970860
ContactId: dba55e4f-bb7f-46f9-8049-80b27399f1ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115919 ms
Total Talk Time (AGENT): 36329 ms
Total Talk Time (CUSTOMER): 38363 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/dba55e4f-bb7f-46f9-8049-80b27399f1ec_20250317T21:49_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from OU Health. Can you please, uh, I need eligibility for a patient.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] Hm. [PII]
[AGENT][NEUTRAL] And how did you pronounce it?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do it is.
[CUSTOMER][NEUTRAL] 00974225
[AGENT][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you, sorry.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you were just needing benefits?
[CUSTOMER][NEUTRAL] Uh, just eligibility.
[AGENT][NEUTRAL] OK, I can give you that. The effective date is [PII].
[AGENT][NEUTRAL] The policy is active.
[CUSTOMER][NEUTRAL] OK, do you have a call reference for me?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name and today's date.
[CUSTOMER][NEUTRAL] Can you please remind me of your name? I'm sorry.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, perfect. All right, thank you so much for your help.
[AGENT][POSITIVE] Thank you, sorry for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you.