AccountId: 011433970860
ContactId: 9ce0fcfc-aa25-4031-afe7-e8afc15a0120
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187020 ms
Total Talk Time (AGENT): 80670 ms
Total Talk Time (CUSTOMER): 50687 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/9ce0fcfc-aa25-4031-afe7-e8afc15a0120_20250507T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII].
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Piedmont Eastside Medical Center. I'm calling to get benefits for a patient to do an authorization.
[AGENT][NEUTRAL] OK, I can check those benefits and see if authorization required. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII] it's [PII]
[AGENT][POSITIVE] Thank you and can I, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, I have D for David, 463-07844.
[AGENT][NEUTRAL] OK, so can I, that's actually not one of our policy numbers. That is through, uh, they're called 90 Degree benefit. Um, if you have, I can get their information and transfer you to them, or, uh, if you have the member's social, I could try searching to see if they have a policy with us.
[CUSTOMER][NEUTRAL] OK, hold on, let me close this out.
[CUSTOMER][NEUTRAL] Let's go back alright so I have the social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And what was the name for the member?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have a date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and then just to clarify, was this for medical or dental?
[CUSTOMER][NEUTRAL] Medical
[AGENT][NEUTRAL] OK, so this member does have a policy with us, however, it is a dental policy, and she does not have any other policies with us currently.
[CUSTOMER][POSITIVE] Alright, well thank you.
[AGENT][NEUTRAL] Sure, do you want me to get you over to uh 90 Degree to see if she might have benefits with them?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, it is possible that that's the number that you dialed um their prompts can be a little bit confusing, uh, let me know when you're ready and I'll give you that uh that uh phone number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That is [PII] and to reach 90 degree you would select option one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, would you like me to go ahead and transfer you now?
[CUSTOMER][POSITIVE] Well thank you.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Alright, just gonna put you on a brief hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 degrees. If you would like to.