AccountId: 011433970860
ContactId: 7a93de08-0db3-403e-b546-ccc13a622b33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113440 ms
Total Talk Time (AGENT): 46836 ms
Total Talk Time (CUSTOMER): 34778 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/7a93de08-0db3-403e-b546-ccc13a622b33_20250331T19:42_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], this is [PII] calling from provider's office to check on number's eligibility.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Miss [PII]. Can you please give me your callback number and the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, callback number is [PII].
[AGENT][NEUTRAL] OK, and what is the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] Palmetto LLC.
[AGENT][NEUTRAL] OK, and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, do you need the name first or the member ID?
[AGENT][NEUTRAL] Either way, whatever is easiest for you.
[CUSTOMER][NEUTRAL] OK. The number ID is D as in Delta 43732539.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm going to need to transfer you now to benefits. I'm gonna give you that phone number uh just in case the call gets dropped you'll have it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and you would choose option 1.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] Is there anything else I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Nothing go ahead please.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you for