AccountId: 011433970860
ContactId: 634edbd5-0101-4787-beb7-e98674516b73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126919 ms
Total Talk Time (AGENT): 63481 ms
Total Talk Time (CUSTOMER): 39527 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/634edbd5-0101-4787-beb7-e98674516b73_20250417T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to get benefits for a member.
[AGENT][POSITIVE] OK, I can help you with benefits. May I please get your name and your callback number just in case the call is dropped.
[CUSTOMER][NEUTRAL] Yes, it's [PII] callback number direct line [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII] and then uh what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Valley Digestive Health Center.
[AGENT][NEUTRAL] OK, and can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, it is [PII]. Um, date of birth is, let me, [PII].
[CUSTOMER][NEUTRAL] The ID number is D427-04357.
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna need to transfer you now on over to 90 Degree Benefits so that they can help you with the benefits for this patient. Uh, I'm gonna give you that phone number.
[AGENT][NEUTRAL] Just in case the call gets dropped, you'll have it. It's [PII].
[CUSTOMER][NEUTRAL] Mhm, yes, please.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once you connect you will choose option one.
[CUSTOMER][POSITIVE] Option one got it thank you so much.
[AGENT][POSITIVE] But I'm gonna go ahead, yes, you're welcome and I'm gonna go ahead and transfer you now. Is there anything else, Ms. [PII], I can help you with before I transfer you?
[CUSTOMER][POSITIVE] That'll be it. Thank you.
[AGENT][POSITIVE] OK, well you have a wonderful Easter and thank you for calling APL.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you for calling 90 if you would like to