AccountId: 011433970860
ContactId: 35c014f0-ace8-411b-ab3e-5deca429ab02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136440 ms
Total Talk Time (AGENT): 48626 ms
Total Talk Time (CUSTOMER): 56857 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/35c014f0-ace8-411b-ab3e-5deca429ab02_20250603T17:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], this is [PII] calling from Southeast Health Pre-admittigan Insurance. I need to confirm a patient's, um, coverage and eligibility benefit requirements. He's coming in for an ultrasound, um, needle aspiration.
[AGENT][NEUTRAL] OK, [PII], I can help you with the eligibility and benefits. Could I get a good callback number, please?
[CUSTOMER][NEUTRAL] Uh yes ma'am it's [PII] and my direct extension is [PII].
[AGENT][NEUTRAL] OK, thank you. And policy number for that patient?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um, I have D as in Delta 43732372.
[AGENT][NEUTRAL] OK. Um, that policy number, we, we have a group that uses 90-degree benefits, but we also do a limited medical plan. Um, so that policy number, 90 degree benefits, but I can see if, if we also have a plan with them. Um, do you have the last name or social?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yeah, let me.
[CUSTOMER][NEUTRAL] Go back to his demographics here.
[CUSTOMER][NEUTRAL] I do have a social. I have um [PII].
[CUSTOMER][NEUTRAL] And it's for [PII]. I'm sorry.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] Uh, so it looks like we only have dental for him, um, so let me.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] You want me to transfer you to the 90 degree benefits?
[CUSTOMER][NEUTRAL] Um, yeah, do you have a direct number for them?
[AGENT][NEUTRAL] I do, um, I get that.
[CUSTOMER][NEUTRAL] Or is it like an intern, yeah, if you don't mind, so you guys only have dental.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Their number is [PII].
[CUSTOMER][NEUTRAL] Dental
[AGENT][NEUTRAL] And then I can transfer you over if you like.
[CUSTOMER][POSITIVE] OK, and this is 90 degree, yes ma'am, if you don't mind, I appreciate it thank you so much.
[AGENT][NEUTRAL] OK, thanks for calling APL. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for.