AccountId: 011433970860
ContactId: 4033874b-07ca-4388-8f3d-f08094ff3173
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177139 ms
Total Talk Time (AGENT): 94114 ms
Total Talk Time (CUSTOMER): 49577 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/4033874b-07ca-4388-8f3d-f08094ff3173_20250217T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm not sure if I chose the right one. My name is [PII]. I'm with Snack Medical Center, and I'm calling to check on eligibility, uh, for a patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, yeah, I could check eligibility for you. uh, [PII] can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I think it is D 476-733-62.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's not gonna be one of our policy numbers, [PII], that is through, uh, they're called 90 Degrees. Um, if you have their social, I could search to see if they do have a policy with us, or I can give you uh 90 degrees information.
[CUSTOMER][NEUTRAL] OK, on the back of the card that's this is the number it said to call.
[AGENT][NEUTRAL] Yeah, it's a multi plan um so it's possible they have a policy with us um but I also know that number um if you select um one of them it does bring you right to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, OK, um, the social is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, what was the name for the member?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I did not get a result with that uh with that um social security number. Let me read it back, make sure I heard it correctly. That was uh [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, it does not look like he's got a policy with us, so give me just a moment. I'll get that information from 90 Degrees and then um I can go ahead and transfer you to them as well if you'd like.
[CUSTOMER][POSITIVE] Oh, that's great.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And I'm not sure if this is the number that you called. Was it the [PII] excuse me, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you would select the option one, to go to 90 degrees.
[AGENT][NEGATIVE] It is a bit confusing, yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Now I know. Thank you.
[AGENT][NEUTRAL] Alrighty, right, OK, what do you want me to go ahead and transfer you now?
[CUSTOMER][POSITIVE] Sure, thanks.
[AGENT][POSITIVE] OK, sure, yep, I'm just gonna put you on a brief hold while I get them on the line. I hope you have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling. All agents are.