AccountId: 011433970860
ContactId: 65f3a3a6-8dc9-4210-bb3d-caa96cb2b808
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211320 ms
Total Talk Time (AGENT): 48481 ms
Total Talk Time (CUSTOMER): 51840 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/65f3a3a6-8dc9-4210-bb3d-caa96cb2b808_20250516T14:09_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] here calling from office for eligibility for patient.
[AGENT][NEUTRAL] OK, I can help with eligibility. Um, I missed your name. What was it?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] [PII], OK. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]. That's the direct line.
[AGENT][NEUTRAL] OK, and you have the policy number for that patient?
[CUSTOMER][NEUTRAL] ID number for the patient is.
[CUSTOMER][NEUTRAL] D. like Delta 4203.
[CUSTOMER][NEUTRAL] 1458.
[AGENT][NEUTRAL] Um, that's a policy number for 90 Degree benefits, um, but I can look it up by name to see if we have a policy with for the patient.
[AGENT][NEUTRAL] What's the last name?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] The last name is [PII], spelled [PII]
[AGENT][NEUTRAL] OK, give me one moment. And what's the first name?
[CUSTOMER][NEUTRAL] The first name is [PII], spells [PII]
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Yeah, I've got.
[AGENT][NEUTRAL] Probably a couple 100 [PII] in here. Um, do you have a group number?
[CUSTOMER][NEUTRAL] I don't see that group number let's see.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Social, yep, I do have that.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, I'm not able to locate with the information provided, the social or name.
[AGENT][NEUTRAL] Um, I can get you over to 90 Degree Benefits. Um, that policy that started with the D as in Delta. That's a 90 degree benefit policy number.
[AGENT][NEUTRAL] Do you want me to transfer you?
[CUSTOMER][POSITIVE] Oh, OK, so no, it's OK. I'll just directly connect with them. It's OK, [PII], thanks for the information. You have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You as well. Bye-bye.