AccountId: 011433970860
ContactId: 379ee808-cea7-47a8-8220-36aae344d06c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151339 ms
Total Talk Time (AGENT): 49639 ms
Total Talk Time (CUSTOMER): 103833 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/379ee808-cea7-47a8-8220-36aae344d06c_20250527T21:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hey, this, this is [PII] at UMC Pediatric ER. I was trying to get some eligibility on a patient here.
[AGENT][NEUTRAL] OK, I can verify eligibility for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] We can.
[CUSTOMER][NEUTRAL] Um, policy number I have is 47699085.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, it's not one of our uh policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, her date of birth is [PII] and her name is [PII]. I'll be right back.
[AGENT][NEUTRAL] They were.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] 90 degrees benefits. I called the number and it I'm not sure.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] I don't show in the system. You wouldn't happen to have her social, would you?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, let's look and see.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Uh let's try the social.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] F
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] When uh no.
[AGENT][NEUTRAL] No, I don't show her in our system. And going by that number you gave initially, that sounds like that's with IMA. Uh, did you call the [PII] number?
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] Yeah, that's the one, but I didn't know what option to hit, and so I hit one and then they transferred me to you option one, OK, so I call it back and hit OK, well, let me, um, call back and get option one right quick.
[AGENT][NEUTRAL] OK, you need option one.
[AGENT][NEUTRAL] It's supposed to be option one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is your, what's the name of it should be?
[AGENT][NEUTRAL] Uh, IMA or 90 degree benefits.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I am a or 9 degree yeah because I was listening for 9 degree. I didn't hear it. OK, alright, thank you so much alright.
[AGENT][POSITIVE] You're welcome. Thank you for calling APM Miss [PII].
[CUSTOMER][POSITIVE] Alright, alright, you're welcome bye bye.
[AGENT][NEUTRAL] Bye.