AccountId: 011433970860
ContactId: 772fa65d-d580-4180-ba4f-66dbb2d2ef8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125519 ms
Total Talk Time (AGENT): 58980 ms
Total Talk Time (CUSTOMER): 39488 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/772fa65d-d580-4180-ba4f-66dbb2d2ef8f_20250219T15:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII] calling from Forest General Hospital calling to get eligibility on a Shaylo R Sarver.
[AGENT][NEUTRAL] Sure, I could check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then, uh, did you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is D 476-901-96.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that's actually not one of our policy numbers, [PII]. That is through they're called 90 Degrees. Um, if you maybe had their social, I could search to see if they have a policy with us.
[CUSTOMER][NEUTRAL] Yeah, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And I'm sorry, what was the name of the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I do not see them in our system, uh, so I will.
[AGENT][NEUTRAL] Get you on um I can give you 90 degrees phone number and I can transfer you to them if you'd like.
[CUSTOMER][POSITIVE] OK, OK, that'll be great.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and it might have been the number that you called that got you to us. It can be a bit confusing with the options you select um was it the [PII]?
[CUSTOMER][NEUTRAL] Yes, that's it.
[AGENT][NEUTRAL] OK, so to get to 90 degrees you would select option one.
[CUSTOMER][POSITIVE] One OK all right thank you.
[AGENT][NEUTRAL] Yes, did you want me to go ahead and transfer you now?
[CUSTOMER][POSITIVE] Yeah that'll be fine thank you.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 9 all agents are.