AccountId: 011433970860
ContactId: b59dea3f-2b57-4e9b-8a2a-7a77afa52dd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137500 ms
Total Talk Time (AGENT): 65117 ms
Total Talk Time (CUSTOMER): 56324 ms
Interruptions: 1
Overall Sentiment: AGENT=3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/b59dea3f-2b57-4e9b-8a2a-7a77afa52dd5_20250204T18:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], I'm calling to check on benefits on a patient.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] and initial to my last name is [PII] and my call back number is [PII].
[AGENT][POSITIVE] Thank you so much Miss [PII]. I appreciate that. What is the uh name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The patient um name you said?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK and then what is the name of the facility you're calling for please?
[CUSTOMER][NEUTRAL] Center for Veins and Lymphatic medicine.
[AGENT][NEUTRAL] And then what is the patient's policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] D as in dog, 43730206.
[AGENT][NEUTRAL] OK, alright, um, Miss [PII], I'm gonna need to transfer you on over to IMA now so that you can um get that benefit information. Let me give you their phone number just in case the call is dropped while we transfer is yes ma'am, it is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and then you option one.
[CUSTOMER][NEUTRAL] Option one
[CUSTOMER][POSITIVE] OK, I appreciate that.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] It's no problem it's gonna be a brief hold, transfer you over and I hope you have a great rest of your day and we thank you for calling APL.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Same to you.
[AGENT][POSITIVE] Thank you, ma'am. You take care. Bye-bye. Bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK you
[CUSTOMER][POSITIVE] Thank you for calling 90 All Ages.