AccountId: 011433970860
ContactId: 939e2609-6430-4dc0-91ee-a2019e9350a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 437700 ms
Total Talk Time (AGENT): 95437 ms
Total Talk Time (CUSTOMER): 77777 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/939e2609-6430-4dc0-91ee-a2019e9350a1_20250311T18:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling IPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Clinica Santa Maria. I just wanted to verify, um, an eligibility for your patient's insurance.
[AGENT][NEUTRAL] OK, um, I can help you with that. Um, can I get your name, please?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Can I get your name please?
[CUSTOMER][NEUTRAL] Yep, [PII]
[AGENT][NEUTRAL] OK, thank you, [PII], and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] It is 02496.
[CUSTOMER][NEUTRAL] 241.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And can I get a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And your patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, I'll spell out his first name [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you're calling on eligibility uh and benefits, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, let me put you on hold for just a moment. I'll connect you with our benefits department who can help you with that. Is there anything else I can help you with in customer service before I transfer you?
[CUSTOMER][NEUTRAL] Um, can you verify for a network with this insurance?
[AGENT][NEUTRAL] Uh, our benefits department should be able to help you with that.
[CUSTOMER][POSITIVE] OK, awesome.
[AGENT][POSITIVE] Alright, and thank you for calling APL. You have a wonderful day, [PII] and hold just a moment, I'll connect you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] Mhm, thank you.
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, [PII]?
[AGENT][NEUTRAL] Are you still there? OK, I wasn't able to get anyone in the benefits department. Let me try a different connection. Hold on just a moment.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Hey, I'm good. How are you?
[AGENT][NEUTRAL] I'm good. I have a provider on the phone and I've been trying to transfer her to benefits uh for HR policy, but nobody will answer the phone.
[CUSTOMER][POSITIVE] Oh, OK, if she just needs to verify benefits I can definitely help with that [PII], no worries.
[AGENT][NEUTRAL] OK, um, oh, let me pull up the right screen.
[AGENT][NEUTRAL] I was doing something while I was.
[AGENT][NEUTRAL] OK, it's on policy 249.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 6241.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I have [PII] on the phone, [PII]
[AGENT][NEUTRAL] And she's calling on something Cruise and I did verify the date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright awesome thank you [PII] you can send him over.
[AGENT][POSITIVE] All right, thank you. Here she is. Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hi this is [PII]