AccountId: 011433970860
ContactId: 84fb075e-fbea-4583-9bc7-e5e3e65a8e37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152600 ms
Total Talk Time (AGENT): 59324 ms
Total Talk Time (CUSTOMER): 61532 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/84fb075e-fbea-4583-9bc7-e5e3e65a8e37_20250108T22:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name's [PII]. I'm calling from Deaconess Hospital. Um, I just need to verify a member's eligibility and uh looking at the card, it looks like it's just for preventative services only for medical, so I just need to verify that because they're, um, getting a CT scan.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits, Ms. [PII]. What is your callback number just in case our call is disconnected?
[CUSTOMER][POSITIVE] OK, I can help you with.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] OK. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII], so first name is [PII] then [PII]
[AGENT][NEUTRAL] OK, and then what's [PII]'s policy number please?
[CUSTOMER][NEUTRAL] It is D42030914.
[AGENT][NEUTRAL] OK, Miss [PII], I'm gonna need to go ahead and transfer you now on over to IMA so that you can get that benefit information um let me give you the phone number just in case the call gets disconnected along the way that way you have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and you would choose option one.
[CUSTOMER][NEGATIVE] Oh, can you say that again for some reason it keeps cutting in and out. I got [PII].
[AGENT][NEUTRAL] Oh my
[AGENT][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Option one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Option one like right away because that's the number I called.
[AGENT][POSITIVE] Yes, right away option one.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And I'll go ahead and transfer you on over.
[CUSTOMER][NEUTRAL] Oh OK, alright, um, yes, and then.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome it's gonna be a brief hold while I transfer you.
[CUSTOMER][NEUTRAL] You're welcome. It's gonna be a brief hold while I.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administ.