AccountId: 011433970860
ContactId: 0a7963ab-d6c2-40c6-bff8-d37b9fbfb3ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115480 ms
Total Talk Time (AGENT): 33080 ms
Total Talk Time (CUSTOMER): 37720 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/0a7963ab-d6c2-40c6-bff8-d37b9fbfb3ab_20250618T22:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Turlock Health Center. We're wanting to get eligibility for a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, it is D as in dog 46401552.
[AGENT][NEUTRAL] Um, that member number is with 90 degree benefits, but we do some of their policies. Do you have the last name I can look up?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, [PII], yeah.
[AGENT][NEUTRAL] Uh, [PII] was the first name. I'm sorry, I'm, I'm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Well, I'm not finding her in our system, um, so she probably has a policy with 90 degree. I can transfer you over there if you'd like to verify, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for calling IMA and 90 degree benefits.