AccountId: 011433970860
ContactId: 4c31ab2a-1d51-4549-957d-5b58080bb229
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248240 ms
Total Talk Time (AGENT): 93255 ms
Total Talk Time (CUSTOMER): 79216 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/4c31ab2a-1d51-4549-957d-5b58080bb229_20250321T17:14_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is how may I help you?
[CUSTOMER][NEUTRAL] And what was your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm with [PII] I'm, I'm [PII] and I'm with Marianne Elizabeth Hospital, and I'm trying to verify benefits.
[AGENT][NEUTRAL] Hi.
[AGENT][POSITIVE] OK, I can help you with benefits. Um, can I please get your name call back number?
[CUSTOMER][NEUTRAL] Yes, it's [PII], that's my direct line.
[AGENT][NEUTRAL] OK, and what is your first name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Ms. [PII], OK. Thank you, Ms. [PII]. And can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the, it's, it has an employee ID number. It's D 47695024.
[CUSTOMER][NEUTRAL] And the first name is [PII]
[CUSTOMER][NEUTRAL] And it's in infinite [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look and see that is not one of our policy numbers, but I'm gonna try to look for them by name unless you have the social security number if you have that, it'll pull in any policy that they have with us.
[CUSTOMER][POSITIVE] Oh, let me get to that for you.
[AGENT][POSITIVE] Yes ma'am, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's 049.
[CUSTOMER][NEUTRAL] 874521
[AGENT][POSITIVE] I find them real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm not pulling with that social either.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah. Um.
[CUSTOMER][NEUTRAL] I have the card here in front of me.
[AGENT][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] And uh it says it, I mean it is a multi plan and it says surge S U R GE on it.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am. OK, so malt, yes, go ahead.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Go ahead, uh, on the back of the card it has 90 degree benefits.
[AGENT][NEUTRAL] OK, there we go. Um, what I'm gonna need to do is go ahead and transfer you on over now to 90 degree benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me give you that phone number just in case the call is disconnected you'll have it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII] and once you connect you will choose.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] You, you cut off on the last four digits.
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once you connect, you would choose option one.
[CUSTOMER][NEUTRAL] Option one.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're very welcome. I'm gonna put you on a brief hold while I transfer you over, and I hope you have a wonderful weekend, [PII], and thanks for calling APL.
[CUSTOMER][POSITIVE] You too [PII] thank you.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. If you would like.