AccountId: 011433970860
ContactId: 04716da6-29e1-48c7-92e8-e9d8d470e698
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147940 ms
Total Talk Time (AGENT): 67102 ms
Total Talk Time (CUSTOMER): 57632 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/04716da6-29e1-48c7-92e8-e9d8d470e698_20250305T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'd like to check eligibility please.
[AGENT][NEUTRAL] OK, I can help you with eligibility. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and my callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And what is the uh patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII] Date of birth [PII] and member ID is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh let me see if I can find him by his name. Um, that's an IMA policy number, so I'm gonna look by his name real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you happen to have his social security number?
[CUSTOMER][NEUTRAL] Let me see [PII].
[AGENT][POSITIVE] OK, thank you. Let me try that way.
[AGENT][NEUTRAL] OK, I'm not showing him in our system, so what I'm going to do is go ahead and transfer you on over to IMA.
[AGENT][NEUTRAL] And let me give you that phone number just in case the call gets dropped on the way you'll have it.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And once you um once it picks up you're gonna choose option one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you, uh huh.
[AGENT][POSITIVE] Alright, it's gonna be a brief hold while I transfer you on over. You're very welcome. I hope you have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, ma'am. Bye bye.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members.