AccountId: 011433970860
ContactId: 72d1dc03-ef5f-488c-915c-580ea8feed72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145179 ms
Total Talk Time (AGENT): 29379 ms
Total Talk Time (CUSTOMER): 42720 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/72d1dc03-ef5f-488c-915c-580ea8feed72_20250610T16:55_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from a facility. I needed to verify um the patient's claim address and the eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility in the address. Did you say Visa?
[CUSTOMER][NEUTRAL] Yes, it's spelled M [PII] [PII], [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have the, a good callback number?
[CUSTOMER][NEUTRAL] Yes, area code [PII].
[AGENT][NEUTRAL] OK, and the policy number for the patient?
[CUSTOMER][NEUTRAL] I have D as in David, 45,302,530.
[AGENT][NEUTRAL] OK, that policy is through our ninety-degree benefits.
[AGENT][NEUTRAL] Um, but we also administer policies for the same members. Do you have a last name I could look up?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, uh, it's spelled [PII]
[CUSTOMER][NEUTRAL] And the first name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Looks like I don't have him in our system, so it looks like that would be with 90 degree benefits. Can I get you transferred over there?
[CUSTOMER][POSITIVE] Sure, no problem, thank you.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree.