AccountId: 011433970860
ContactId: 6b83cd5c-3f01-4353-a4c6-d95ced69a8f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156399 ms
Total Talk Time (AGENT): 69967 ms
Total Talk Time (CUSTOMER): 71996 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/6b83cd5c-3f01-4353-a4c6-d95ced69a8f3_20250328T15:38_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I'm with Banner Health. Um, one of your, uh, insureds, um, is having an outpatient surgery with us, and I'm just checking to see if uh they are open access uh plan or not. So I needed to check on that with you this morning and if what their deductible is, is and, and all of that, OK?
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the benefits for the patient. Uh, can you please give me your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Absolutely. So the phone number here is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And then it would be option 2.
[AGENT][NEUTRAL] 2, OK.
[CUSTOMER][NEUTRAL] Um, it would be option 2. Yeah.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure, the patient's name is [PII], last name [PII]. Um, date of birth for [PII] is [PII], and then his policy number with you guys, I'm looking at his card.
[CUSTOMER][NEUTRAL] Um, it says employee ID. Would that be it?
[AGENT][NEUTRAL] Let's try that number and see if that works. Let's try that one first.
[CUSTOMER][NEUTRAL] OK. All right. Um, I have D like dog, 46401.
[CUSTOMER][NEUTRAL] 221.
[AGENT][NEUTRAL] OK, that tells me exactly what I need to do. Um, I'm gonna need to transfer you over to IMA 360.
[AGENT][NEUTRAL] I'm sorry, I've got my tongue twisted. 90-degree benefits. And let me give you that phone number. It's [PII].
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and you would choose option one for benefits if we get disconnected but I'm gonna go ahead and transfer you on over and choose that option for you.
[CUSTOMER][POSITIVE] Oh, thank you so much. I appreciate it. Thank you.
[AGENT][POSITIVE] You're very welcome. Is there anything else, Ms. [PII] I can help you with before I transfer?
[CUSTOMER][POSITIVE] OK. No, we're good. Thank you so much.
[AGENT][POSITIVE] Thank you. You have a wonderful weekend and thank you for calling APL. Bye bye, ma'am.
[CUSTOMER][POSITIVE] Thank you. Take care. Thank you. OK.
[CUSTOMER][POSITIVE] Thank you for calling 90 if you would like.