AccountId: 011433970860
ContactId: eda51511-4d39-4f8a-8cde-81cf93dfb418
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80860 ms
Total Talk Time (AGENT): 35441 ms
Total Talk Time (CUSTOMER): 27139 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/eda51511-4d39-4f8a-8cde-81cf93dfb418_20250114T17:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling with OU Health Partners in [PII], and I'm just need to verify if the patient's account is still active.
[AGENT][NEUTRAL] OK, I'm happy to verify eligibility brand. Do you have their policy number?
[CUSTOMER][NEUTRAL] I do. It is 024.
[CUSTOMER][NEUTRAL] 62882.
[AGENT][POSITIVE] Thank you so much. Let me pull this up here one moment.
[AGENT][NEUTRAL] And then what is the patient name and date of birth please?
[CUSTOMER][NEUTRAL] It is [PII] in [PII].
[AGENT][POSITIVE] Thank you so much. So patient plan is active. The effective date on this is [PII].
[CUSTOMER][POSITIVE] All right, perfect.
[CUSTOMER][NEUTRAL] And um is there a call reference number or anything?
[AGENT][NEUTRAL] Absolutely. That would be my name with my last initial in today's date. My name again is [PII], that's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye bye.