AccountId: 011433970860
ContactId: 0dbd79d6-6f6a-45bc-9d48-caeac27b3294
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174080 ms
Total Talk Time (AGENT): 58099 ms
Total Talk Time (CUSTOMER): 53725 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/0dbd79d6-6f6a-45bc-9d48-caeac27b3294_20250318T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Northwell Health Financial Services on a patient's behalf. We're trying to create an estimate for the, um, for a an office visit. I don't know if you can help me with their benefits or whatnot.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you um with the benefits of the patient. Can I please get your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Sure, let me get that for you. Give me a second. Oh yeah, it's um [PII]. You can just ask for me.
[AGENT][NEUTRAL] OK, thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure. The first name is [PII].
[CUSTOMER][NEUTRAL] Last name [PII].
[CUSTOMER][NEUTRAL] And just give me one second please hold on.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Tories just give me a moment. I apologize.
[AGENT][POSITIVE] Oh, no, it's OK. Take your time.
[CUSTOMER][NEUTRAL] OK, so, um, it was D as in dog.
[CUSTOMER][NEUTRAL] 49
[CUSTOMER][NEUTRAL] 000090
[AGENT][NEUTRAL] OK, thank you so much. So what I'm gonna need to do for you to be able to get benefits for [PII], I'm gonna need to transfer you on over to IMA. Let me give you that phone number too just in case the call gets dropped while I'm transferring you.
[CUSTOMER][NEUTRAL] Sure, what did you say they're called again?
[AGENT][NEUTRAL] It's IMA.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the number is.
[CUSTOMER][NEUTRAL] Yeah, what's their phone number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then we're gonna choose option one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Again that was [PII] option one.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect thank you [PII] I appreciate it.
[AGENT][POSITIVE] You're very welcome, [PII]. It's gonna be a brief hold while I transfer you on over, and I hope you have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. The ads if you would like to.