AccountId: 011433970860
ContactId: f57e0ec8-4e7d-4e09-892d-916733f41645
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97879 ms
Total Talk Time (AGENT): 39962 ms
Total Talk Time (CUSTOMER): 29498 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/f57e0ec8-4e7d-4e09-892d-916733f41645_20250214T17:16_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Oh my [PII], yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I just need to verify a patient's um eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and Miss [PII], what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Oklahoma Surgical Hospital.
[AGENT][POSITIVE] Thank you. And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number?
[CUSTOMER][NEUTRAL] 02566545
[AGENT][NEUTRAL] OK, let me look his policy up for us real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy. His effective date is [PII].
[CUSTOMER][POSITIVE] All right, that's all I needed thank you so much.
[AGENT][POSITIVE] Well thank you Ms. [PII]. You have a good day and thank and happy [PII] on APL.
[CUSTOMER][NEUTRAL] Oh, you too. Bye.
[AGENT][POSITIVE] Hm. Thank you, ma'am. Bye-bye.