AccountId: 011433970860
ContactId: f4c7af3e-0a5f-42be-886e-ad6469428722
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222500 ms
Total Talk Time (AGENT): 68192 ms
Total Talk Time (CUSTOMER): 85789 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/f4c7af3e-0a5f-42be-886e-ad6469428722_20250325T17:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII], and I'm calling on behalf of Ascension Saint John Medical Center, Tulsa. And I'm looking for patient elig. Can you help me with that?
[AGENT][NEUTRAL] Sure, I can verify eligibility for you. And your name is again?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] You said it's pronounced [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Hello. OK, thank you. And what's that policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02244903
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh yes I have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I apologize. What's that patient's name again?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling to verify eligibility, correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I'm showing his effective date is [PII], and he is active on the policy.
[CUSTOMER][POSITIVE] Yes, correct.
[CUSTOMER][POSITIVE] OK, thank you for thank you so much for the information. Can you help me with the call reference number?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name in today's date. And indeed, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Can you spell
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, can you spell me your name, please?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Can you spell your [PII]?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] Yes, yes, please.
[CUSTOMER][NEUTRAL] Go on. [PII].
[AGENT][NEUTRAL] My
[AGENT][NEUTRAL] Correct. [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, is there anything else I can? Alright, you too. Thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][NEUTRAL] Mhm. Bye.
[CUSTOMER][NEUTRAL] I.