AccountId: 011433970860
ContactId: 29cdce4b-5607-40d4-a393-be216be1f0bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111540 ms
Total Talk Time (AGENT): 53578 ms
Total Talk Time (CUSTOMER): 40740 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/29cdce4b-5607-40d4-a393-be216be1f0bd_20250327T17:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII] calling from Health Imaging Partners. I was calling to see if I can get benefit information on a mutual patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. Um, can I please get your callback number, ma'am, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yeah, of course. My direct line is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes. Uh, patient's name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[CUSTOMER][NEUTRAL] And her member ID is D as in dog, 41203513.
[AGENT][NEUTRAL] OK, thank you very much for that information, Miss [PII]. I'm gonna need to transfer you on over to IMA so that you can get that benefit information. Uh, let me give you that phone number in case the call is disconnected along the way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Of course, yeah.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And once you call you'll choose option one.
[AGENT][POSITIVE] But I'm gonna transfer for you.
[CUSTOMER][NEUTRAL] Option one, OK, got you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, no, that was it.
[AGENT][POSITIVE] OK, well you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree. If you would like to.