AccountId: 011433970860
ContactId: 34388ffe-0780-423e-9e04-85dafad777bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144020 ms
Total Talk Time (AGENT): 63912 ms
Total Talk Time (CUSTOMER): 44230 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/34388ffe-0780-423e-9e04-85dafad777bc_20250527T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I was calling to check eligibility for a patient.
[AGENT][NEUTRAL] OK, I could check eligibility for you. uh, what was your name?
[CUSTOMER][NEUTRAL] You really?
[AGENT][NEUTRAL] Uh, could you spell that for me? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[AGENT][POSITIVE] OK, thank you. Uh, you really, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes. It's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, yes, it's.
[CUSTOMER][NEUTRAL] D 468-02083
[AGENT][NEUTRAL] OK, so you, that's not one of our policy numbers, uh, that is through they're called 90 degree benefits. Um, if you have their social, I could see if they have a policy with us, or I can get you, uh, 90 degree benefits information and transfer you to them.
[CUSTOMER][NEUTRAL] Uh, yeah, can you transfer me please?
[AGENT][NEUTRAL] Sure, did you want their phone number before I transfer you?
[CUSTOMER][NEUTRAL] Uh, yes, please.
[AGENT][NEUTRAL] OK, one moment, it very well might have been the number that you dialed um their prompts can be a little bit confusing.
[AGENT][NEUTRAL] Um, their phone number is [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And to get to them you would select one.
[CUSTOMER][NEUTRAL] I'm sorry you were cutting off. uh, what would I select?
[AGENT][NEUTRAL] Oh, I'm sorry. Option one.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Option one, OK.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][NEUTRAL] Alrighty, did you want me to go ahead and transfer you now?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, just gonna put you on a brief hold, get them on the line. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK thank you you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degrees. If you would like to participate.