AccountId: 011433970860
ContactId: 41d2378b-4334-43f8-b22a-1c016f8f1ce6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196240 ms
Total Talk Time (AGENT): 49622 ms
Total Talk Time (CUSTOMER): 43339 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/41d2378b-4334-43f8-b22a-1c016f8f1ce6_20250422T20:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] calling from the provider's office, Northwestern medicine. I need eligibility on a patient.
[AGENT][NEUTRAL] OK, [PII], I can help you with eligibility. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And policy number of the patient?
[CUSTOMER][NEUTRAL] Uh yes, it's uh D as in dog, 459-05192.
[AGENT][NEUTRAL] OK. Do you have the last name of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] How do you spell it?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, give me just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, do you have a social by chance?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm pulling up that information um let me see.
[AGENT][NEUTRAL] Uh, do you have the group number?
[CUSTOMER][NEUTRAL] Uh, number 9459.
[AGENT][NEUTRAL] Uh, I'm not pulling that up. Um,
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] The number you gave me is actually for 90 degree benefits. Um, I can transfer you over to IMA. They do, um, they may have a policy on file.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, can you please, uh, what's her number just in case we get disconnected?
[AGENT][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] And then I'll get you transferred.
[CUSTOMER][NEUTRAL] OK, thank you. Can, can you, can you transfer me, thank you.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.