AccountId: 011433970860
ContactId: 6bf7fac3-56b9-4e6a-9596-c7ff22b572c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128258 ms
Total Talk Time (AGENT): 66459 ms
Total Talk Time (CUSTOMER): 48131 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/6bf7fac3-56b9-4e6a-9596-c7ff22b572c2_20250331T15:10_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]. My name is [PII]. I am calling from Multi-care Health Systems, calling to verify coverage on a patient.
[AGENT][NEUTRAL] OK, I can help you with eligibility of a patient. Miss [PII], can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII]. It's a direct line.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you so much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, her name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] ID number is D46802109.
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII], so I'm gonna need to transfer you on over to IMA.
[AGENT][NEUTRAL] So that you can get um the eligibility and benefits for the patient. I'm gonna give you that phone number just in case the call gets dropped you'll have it, OK? It's um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] [PII] and once you get there you're gonna choose option one but I'm gonna go ahead and transfer for us today so that you don't have to do that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's gonna be a brief hold. Is there anything else I can help you with before we go, Miss [PII]?
[CUSTOMER][POSITIVE] That sounds great.
[CUSTOMER][POSITIVE] Nope that should do it thank you so much.
[AGENT][POSITIVE] You're welcome and you have a wonderful day thanks for calling APL.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree. If you would like to participate.