AccountId: 011433970860
ContactId: 3a1db8c6-1dc7-4545-ba79-24c8e2b01657
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173000 ms
Total Talk Time (AGENT): 74699 ms
Total Talk Time (CUSTOMER): 58620 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/3a1db8c6-1dc7-4545-ba79-24c8e2b01657_20250516T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] last name initial [PII], and I just want to check the uh policy effectiveness of this um uh uh of this patient. Could you assist me?
[AGENT][POSITIVE] OK, I can help you with the eligibility of a patient, Miss [PII]. Can I please get your call back number just in case the call's dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII]. And the policy number is
[CUSTOMER][NEUTRAL] 704-098-15
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you see a number that starts with a 01 or 02 or it may say inpatient or outpatient certification number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me double check.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Because here on file. I do have here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I do have here uh on the card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, I'm gonna go ahead and um transfer you now on over to IMA 90 degree benefits so that they can help you with the eligibility for this patient. Um, let me give you that phone number just in case the call is dropped you'll have it.
[CUSTOMER][POSITIVE] Alright, thank you, can I have it?
[AGENT][NEUTRAL] It's, you're welcome. Yes, it's [PII] and you would choose option one.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] You're welcome. It's gonna be a brief hold while I transfer you on over. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] None, thank you.
[AGENT][POSITIVE] You're welcome have a great weekend and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. If you would like to