AccountId: 011433970860
ContactId: 89a849b8-2601-4084-88c5-37f5a52e74de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127279 ms
Total Talk Time (AGENT): 62919 ms
Total Talk Time (CUSTOMER): 50640 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/89a849b8-2601-4084-88c5-37f5a52e74de_20250411T15:21_UTC.wav
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[CUSTOMER][NEUTRAL] Other people's money like not everyone has.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from the Utah Eye Center. I have a patient that is getting an outpatient surgery at an ambulatory surgical center. I just wanna see if with their specific plan, is there a network like can they go to any facility or do they have to go to a specific facility that's in network?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, Ms. [PII], I can help you um with the benefits for the patient and networking. Can I please get your call back, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, so the name is [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Is D 437300-90.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much Ms. [PII]. So what I'm going to need to do is transfer you on over to IMA so that you can get the benefits um from them. I'm going to give you the call the the number just in case the call is dropped while I'm transferring you you'll have it.
[CUSTOMER][NEUTRAL] Welcome.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, that number is [PII].
[AGENT][NEUTRAL] [PII] and once you connect, you'll choose option one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, and I'm gonna transfer you over now. Is there anything else I can help you with before we go so that you can get that benefit information?
[CUSTOMER][POSITIVE] No, that's all thank you.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a wonderful weekend. We thank you for calling APL.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. If you would like to part.