AccountId: 011433970860
ContactId: 2d60e4df-79e6-48ef-bc69-3815b4278a4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91540 ms
Total Talk Time (AGENT): 26563 ms
Total Talk Time (CUSTOMER): 25618 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/2d60e4df-79e6-48ef-bc69-3815b4278a4f_20250508T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], I'm calling to get member benefits please.
[AGENT][POSITIVE] OK, I can help you with benefits. Could I get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] callback number is [PII].
[AGENT][NEUTRAL] And which provider are you with?
[CUSTOMER][NEUTRAL] My OBGYN PC.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes ma'am, it's D as in Delta 43732823.
[AGENT][NEUTRAL] Um, that number is a 90 degree benefit number policy number. Um, I, I can, I can transfer you over to IMA. They're the ones who take, uh, benefit calls for that specific, uh, group.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card member.