AccountId: 011433970860
ContactId: 9bf813ab-06f0-4d7a-b024-ba3ab79497d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102500 ms
Total Talk Time (AGENT): 28524 ms
Total Talk Time (CUSTOMER): 41916 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/9bf813ab-06f0-4d7a-b024-ba3ab79497d7_20250502T18:37_UTC.wav
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[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Family Medicine Associates of Texas, and I'm not sure if I'm in the right place, but I'm calling to verify benefits for a patient.
[AGENT][POSITIVE] OK, I can help you with benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] It's gonna be D 468-023-02.
[AGENT][NEUTRAL] OK, so that um benefit is actually through IMA um which I can get I can transfer you over to their phone number.
[CUSTOMER][POSITIVE] OK, and yes, that'd be good. Can I get the actual the actual phone number though so I can work on it?
[AGENT][NEUTRAL] Yeah, um, it's [PII].
[CUSTOMER][NEUTRAL] OK, and then do you know what option I'm supposed to select because I did call that number, but I, I didn't know which one to pull us so it's gonna be IMA you said?
[AGENT][NEUTRAL] Yes, it's option one.
[CUSTOMER][NEUTRAL] Option one, OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'll get working on that thank you so much.
[AGENT][NEUTRAL] OK, do you want me to transfer you?
[CUSTOMER][NEUTRAL] Um, I'll go ahead. I'll give him a call myself.
[AGENT][POSITIVE] Oh, OK. OK. Thank you so much.
[CUSTOMER][POSITIVE] OK, yes, uh huh thank you bye bye.