AccountId: 011433970860
ContactId: 980e9b6d-1032-4ed3-89ad-8ba379de5277
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108360 ms
Total Talk Time (AGENT): 49433 ms
Total Talk Time (CUSTOMER): 41273 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/980e9b6d-1032-4ed3-89ad-8ba379de5277_20250210T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII] I'm calling from physicians at State Water Pediatrics trying to verify eligibility and benefits on a patient.
[AGENT][NEUTRAL] Yeah, I can check eligibility and benefits for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII], first initial is gonna be [PII]
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, I do. The policy number is going to be the letter D.
[CUSTOMER][NEUTRAL] And then the number is 403.
[CUSTOMER][NEUTRAL] 10301
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers. [PII] that is through, um, they're called 90 Degrees. Um, if you'd like I can get you their information or I can check to see if they have anything with us. If you have their social I could search for them that way.
[CUSTOMER][NEUTRAL] OK, you can go and um
[CUSTOMER][NEUTRAL] Try to transfer me because I don't have the social.
[AGENT][NEUTRAL] OK, no worries, let's see, I'll go ahead and give you that phone number as well. Uh, let me know when you're ready just in case there's a disconnect. It is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it would be uh of course it would be option one but I can go ahead and transfer you now if you'd like.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] OK, please. Thank you.
[AGENT][POSITIVE] OK, yeah, I'm just gonna put you on a hold while I get them on the line thank you. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling All agents.