AccountId: 011433970860
ContactId: 0075aa48-9f3f-43be-b3e8-53acd2f021a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203619 ms
Total Talk Time (AGENT): 87383 ms
Total Talk Time (CUSTOMER): 80171 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/0075aa48-9f3f-43be-b3e8-53acd2f021a9_20250417T16:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, here, Doe. Uh, name is [PII] and I'm calling from Saint Elizabeth Healthcare and a plan for a patient.
[AGENT][NEUTRAL] OK, I can help you and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII], it is spelled as [PII] initial is [PII].
[AGENT][NEUTRAL] Oh, OK, thank you, Ms. [PII]. And then, um, may I please get your callback number, ma'am, just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Yeah, it is [PII] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is the name of the facility you're calling from again please?
[CUSTOMER][NEUTRAL] Um, it is a Saint Elizabeth Healthcare.
[AGENT][POSITIVE] OK, thank you very much, [PII] for helping me with that information and you're calling because you need eligibility and benefits on a patient?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, well, it's kind of both, because I need to verify where uh where did the claim goes to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you have a claim you need a status on also and or is it just the address that you're needing, ma'am?
[CUSTOMER][NEUTRAL] Uh, OK. I'm not sure because the card shows that we, based on the card we sent the plan to the wrong place.
[AGENT][NEUTRAL] OK, OK, I got it. All right. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. The first name is uh [PII]. It is uh [PII] and the last name is [PII], and it is spelled [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And on the card, they have the employee ID as D for David, 43727592.
[AGENT][NEUTRAL] OK, alright, so what I'm going to need to do is transfer you on over to 90 degree Benefits so that they can help you with the benefits and the claim. Um, I am going to give you that phone number just in case the call is disconnected, you'll have it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is going to be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and you would check choose option one.
[CUSTOMER][NEUTRAL] Oh, I OK.
[CUSTOMER][NEUTRAL] OK, because that's the same phone number that I called. OK. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's gonna be a brief hold while I transfer you on over. Is there anything else, um, Miss O need that I can help you with before we go?
[CUSTOMER][POSITIVE] Uh, no, that's all. Thank you.
[AGENT][POSITIVE] Alright, well you have a beautiful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. The ad if you would like to.