AccountId: 011433970860
ContactId: 696321ea-6e99-4764-b4fd-d96e2276d457
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100620 ms
Total Talk Time (AGENT): 48878 ms
Total Talk Time (CUSTOMER): 43732 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/696321ea-6e99-4764-b4fd-d96e2276d457_20250117T15:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm not sure if I chose the right option or not, but my name is [PII], and I have a patient that admitted into our facility and delivered a baby. I just need to see if her insurance requires prior off for maternity or if it follows federal mandate.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, I can take a look at that for you, Ms. [PII]. Do you mind if I snack a quick call back number from you real quick?
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][POSITIVE] Thank you so much. I appreciate that. And then what's your member's ID number with us?
[CUSTOMER][NEUTRAL] D 476-868-19
[AGENT][NEUTRAL] Alright, that D number is gonna be the one for IMA, the 90 degree benefits. Um, they might still have a policy with us. Do you want me to try searching with like their first and last name? Or do you have another ID number that would be like 6 to 8 digits on their card?
[CUSTOMER][NEUTRAL] And let me check the card.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Um, well, the card does say 90 degree benefits, but this is the phone number I called is the only number on the card, um, and yeah, the only ID I have starts with a D.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you call the, it's like the [PII] number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, OK, so I don't know why, but whenever you hit option 2 with them, it sends you to us, but if you call that back and hit option 1, it will take you to 90 degree benefits.
[CUSTOMER][POSITIVE] OK, I'll do that. Thank you for your help.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you for calling APL and you just have such a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Bye-bye.