AccountId: 011433970860
ContactId: 3def5724-c495-4cb0-abfd-5281be9703f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120779 ms
Total Talk Time (AGENT): 57558 ms
Total Talk Time (CUSTOMER): 64966 ms
Interruptions: 7
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/3def5724-c495-4cb0-abfd-5281be9703f0_20250618T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I want to check eligibility on a patient of mine.
[AGENT][NEUTRAL] Sure, I can check eligibility for you. uh, what was your name please?
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] This is just a home health order. I kind of like the one I just.
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] S
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I do, uh, let's see here. D as in dog 43732117.
[AGENT][NEUTRAL] OK, so, uh, that's not one of our policy numbers, [PII], that is through, uh, they're called 90 degree benefits. Um, if you'd like, I can give you their information and transfer you to them, um, or if you have the member's social, I can see if they've got a policy with us.
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Um, no, probably not. Can I have their number? I'm sorry.
[AGENT][NEUTRAL] Of course, no worries, um, it's possible it was the number that you did call uh the prompts can be a little bit confusing. Give me just a moment.
[CUSTOMER][NEUTRAL] And I'll, I'll just call them.
[CUSTOMER][NEUTRAL] Oh, OK, sure.
[AGENT][NEUTRAL] OK, uh, so that phone number is [PII].
[CUSTOMER][NEUTRAL] Yeah, I don't.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, and then if you dial that number you would select option one to reach them.
[CUSTOMER][POSITIVE] Alright perfect thank you. Oh.
[CUSTOMER][POSITIVE] Option one, thank you so much bye bye.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Of course did you want me to go ahead and uh transfer you to them?
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][POSITIVE] OK yeah let me just put you on a brief hold I'll get them on the line of course have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, you too.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 degrees. If you would like to