AccountId: 011433970860
ContactId: 4a469f8e-5c05-4402-aff0-ccc161888cc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106970 ms
Total Talk Time (AGENT): 51188 ms
Total Talk Time (CUSTOMER): 38944 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/4a469f8e-5c05-4402-aff0-ccc161888cc3_20250305T21:26_UTC.wav
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[AGENT][POSITIVE] Thank you for calling and APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm looking to verify a member's eligibility and medical benefits.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with the benefits and the eligibility of a patient. Can I please get your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sure. It's a direct line. It's [PII]. And it's for Levitt Medical Associates, [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Oh sure, it's for [PII], [PII]. The number is D as in David 42700153.
[AGENT][NEUTRAL] OK, Ms. [PII], I'm going to um transfer you on over now to IMA. I'm gonna give you their number just in case the call gets dropped while we're transferring. Uh, that phone num that phone number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and once the phone picks up you're gonna choose option one.
[CUSTOMER][POSITIVE] Oh thanks.
[AGENT][POSITIVE] You're very welcome. It's gonna be a brief hold. I appreciate you calling APL today. You, you take care Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.