AccountId: 011433970860
ContactId: 8f487416-6911-4b2a-9a48-7c638e7fc03d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349779 ms
Total Talk Time (AGENT): 121420 ms
Total Talk Time (CUSTOMER): 115291 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/8f487416-6911-4b2a-9a48-7c638e7fc03d_20250212T15:20_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, this is [PII] with the Magnolia Regional Health Center, and I need to check on some benefits, please.
[AGENT][POSITIVE] OK, sure, I can assist you with benefits.
[AGENT][NEUTRAL] OK, and I'm sorry, I didn't quite catch your name.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I'm with Magnolia Regional Health Center.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Sure, [PII] that's my direct line.
[AGENT][NEUTRAL] OK. And may I have um the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, um, it is D 476-818-50.
[AGENT][NEUTRAL] Do you see a policy certificate number? It's gonna start with a 0 followed by 7 digits. That's gonna be our number.
[CUSTOMER][NEUTRAL] OK, let's see here hold on let me look at his chart.
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] Mm, OK, we can do a name search. Um, what's the spelling of the last name?
[CUSTOMER][NEUTRAL] OK, the last name is [PII]
[AGENT][NEUTRAL] OK, and the spelling of the first name?
[CUSTOMER][NEUTRAL] First name is.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You said the first name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not pulling that first name. Um, do you know if he's the main holder of the policy, Miss [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, do I know what?
[AGENT][NEUTRAL] If it's the main holder of the policy?
[CUSTOMER][NEUTRAL] Yes, uh, yes.
[AGENT][NEUTRAL] Mm, OK. Mm.
[AGENT][NEUTRAL] Do you have any other information that I can use to pull this number like a social.
[CUSTOMER][NEUTRAL] Well, what about could you go by his social?
[AGENT][POSITIVE] Yes, I can go ahead.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] One more time.
[AGENT][NEUTRAL] OK, let me repeat this back to you. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I have nothing coming up with that number. Um, that the number you gave me in the beginning, Ms. [PII], that's for IMA. I'm not sure if you have tried to contact IMA, but that is the number, um, member's number for IMA. Um, I can give you their number or transfer you over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, what is that number?
[AGENT][NEUTRAL] OK, let me get that for you one moment.
[AGENT][NEUTRAL] OK, so the number 2 IMA is going to be [PII] option one.
[AGENT][NEUTRAL] OK, and I can go ahead and transfer you over. Is there anything else I can help you with today before I transfer you?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APR. Have a good day, Miss [PII]. One moment while I transfer you.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits, the administra.
[CUSTOMER][POSITIVE] I need great benefits. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] with the Magnolia Regional Health Center, and I need to check on some benefits, please.
[CUSTOMER][NEUTRAL] Yes, ma'am. What is the member's ID number?
[CUSTOMER][NEUTRAL] It is D 476-818-50.
[CUSTOMER][POSITIVE] And can I get a good call back number for you please ma'am? Sure, it's [PII]. That's my direct line.
[CUSTOMER][NEUTRAL] Thank you. And what is the patient's name?
[CUSTOMER][NEUTRAL] It is [PII]