AccountId: 011433970860
ContactId: 65bca04b-6c3a-4855-8a50-36890caf4afb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139330 ms
Total Talk Time (AGENT): 70288 ms
Total Talk Time (CUSTOMER): 48258 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/65bca04b-6c3a-4855-8a50-36890caf4afb_20250103T20:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I?
[CUSTOMER][NEUTRAL] Hi, Ms [PII], my name is [PII]. I'm calling from Resurgence Orthopedics, and I need to get benefits for a patient, please.
[AGENT][POSITIVE] OK [PII], I can help you with benefits. um, can you give me your callback number please just in case our call is disconnected? You're very welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Last name is spelled [PII]
[AGENT][NEUTRAL] OK. And then what's [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then one last question, what is his policy number?
[CUSTOMER][NEUTRAL] Policy number D 435-08500.
[AGENT][NEUTRAL] OK, thank you so much, Ms. [PII], for giving me that information. I'm going to need to transfer you on over now to IMA. Let me give you that phone number, just, yes, ma'am. It's uh 90 degree benefits. Let me give you that phone number just in case the call is disconnected, that way you'll have it, um.
[CUSTOMER][NEUTRAL] I M A
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] It's
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're so welcome. It's 1-800.
[AGENT][NEUTRAL] 8334296 and after you get connected, you'll choose option one.
[CUSTOMER][NEUTRAL] 4296.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] But I'm gonna transfer you on over now. You're welcome, [PII]. I hope you have a wonderful weekend we appreciate you calling APL. It's gonna be a brief hold while I transfer you on over there for for you to get the benefits.
[CUSTOMER][POSITIVE] Thank you again, Ms. Do I appreciate that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.