AccountId: 011433970860
ContactId: 18097b93-be16-4c20-b28c-791a8e67657b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300839 ms
Total Talk Time (AGENT): 40308 ms
Total Talk Time (CUSTOMER): 79641 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/18097b93-be16-4c20-b28c-791a8e67657b_20250619T13:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Uh I was trying to verify um eligibility for one of our patients.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Could I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII] calling from Pan American Medical Group.
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Let me see because I used to have the car, but I think the doctor was messing around with the system and he erased it. Do you think with the date of birth and name and address?
[AGENT][NEUTRAL] Uh, yes, I can look it up by name. What's the last name?
[CUSTOMER][NEUTRAL] The last name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And uh uh well, it's not in both are uh [PII] instead of an [PII].
[CUSTOMER][NEUTRAL] It doesn't happen.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And what was the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Is it uh [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have his date of birth?
[CUSTOMER][NEUTRAL] Yes, the date of birth is [PII].
[AGENT][NEUTRAL] Well, I'm not finding them in our system. Um, do you have a group number by chance?
[CUSTOMER][NEUTRAL] Uh, let me, uh, can you give me a second? Let me, uh, see if the other girl that, uh, that this, uh, call has the card, uh, copy of the card.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Please give me a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. I found the card. Um, the medical ID is uh [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, that one is with 90 degree benefits, um, so I can transfer you over there and they they should be able to verify benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me one moment, OK?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thanks, I appreciate it.
[CUSTOMER][POSITIVE] Thank you for calling IMA and 90 degree benefits.