AccountId: 011433970860
ContactId: fde064b1-b404-4cb0-a87a-e139ace963fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129758 ms
Total Talk Time (AGENT): 54888 ms
Total Talk Time (CUSTOMER): 49798 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/fde064b1-b404-4cb0-a87a-e139ace963fa_20250414T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to check a patient's eligibility.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. Can I please get your name and your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] And the callback number is [PII] and it's OU medicine.
[AGENT][NEUTRAL] OK, thank you very much, Miss [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII] and it's 222-72 and the policy ID is 02170723.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Right, I do show that [PII] does have an active policy with us and her effective date is [PII].
[AGENT][NEUTRAL] And the policy is active and current.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is this a supplemental policy? I'm showing that she has Blue Cross also.
[AGENT][NEUTRAL] Yes, this is the secondary supplemental insurance. It's a gap insurance, yes.
[CUSTOMER][NEUTRAL] This is the 6, OK.
[CUSTOMER][NEUTRAL] OK, they just had it entered in here wrong. I had that at first I'm like I don't think this is primary. I think our Blue Cross is primary. OK, great. I just wanna verify that. Alright, is there a reference number for the call?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] in today's date.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much. I appreciate it.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Um, no, that was it.
[AGENT][POSITIVE] Alright well you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Uh huh thanks you too bye bye.
[AGENT][NEUTRAL] Bye-bye.