AccountId: 011433970860
ContactId: 2d094989-3b66-4a5b-b1ba-35fe6135222b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116000 ms
Total Talk Time (AGENT): 57458 ms
Total Talk Time (CUSTOMER): 43279 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/2d094989-3b66-4a5b-b1ba-35fe6135222b_20250203T23:32_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is Hometown Urgent Care. My name is [PII]. Uh, we're calling just to verify eligibility.
[AGENT][NEUTRAL] OK, now, I can help you with eligibility. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Last name is I [PII]
[AGENT][NEUTRAL] OK, and then what is the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then, what is the patient's policy number?
[CUSTOMER][NEUTRAL] D as in David, 43222.
[CUSTOMER][NEUTRAL] 952.
[AGENT][NEUTRAL] OK thank you so much. I'm going to need to transfer you now on over to IMA so that they can give you um the benefits for this patient and um let me give you that phone number just in case the call is disconnected while I transfer you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, go ahead.
[AGENT][NEUTRAL] It's uh it's [PII] and then you would choose option one.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] Thank you Nay you have a good night and thanks for calling APL. It's gonna be a brief hold while I transfer you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you for calling IMA and 9.