AccountId: 011433970860
ContactId: 0305c244-ab4a-407c-a740-7bb38b57ab7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118500 ms
Total Talk Time (AGENT): 33559 ms
Total Talk Time (CUSTOMER): 41502 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/0305c244-ab4a-407c-a740-7bb38b57ab7e_20250613T16:41_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Jimmy Stewart Medical Center. I need to check, uh.
[CUSTOMER][NEUTRAL] Patients, uh, plan and see if she's active and if she is that I need to turn off please.
[AGENT][POSITIVE] OK, I can help you with the benefits and eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh huh it's [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] Uh-huh. D as in David 42030328.
[AGENT][NEUTRAL] OK, it looks like that policy numbers with 90 degree benefits, but we do some of the policies um in conjunction with them. I can look it up by last name or social to see if we have any policies.
[CUSTOMER][NEUTRAL] I think our social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then what was the patient's first and last name?
[CUSTOMER][NEUTRAL] I'm gonna spell her first name. It's [PII] Last name is [PII].
[AGENT][NEUTRAL] OK, I'm not pulling her up in our system. Um, do you want me to transfer you over to 90 Degree Benefits to see if they have her?
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] OK, give me one moment, OK?
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the