AccountId: 011433970860
ContactId: c0816a25-5a34-459a-a2de-c311106315c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181240 ms
Total Talk Time (AGENT): 50680 ms
Total Talk Time (CUSTOMER): 49702 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/c0816a25-5a34-459a-a2de-c311106315c8_20250512T18:34_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I need to check benefits on a patient, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, the policy number for that patient.
[CUSTOMER][NEUTRAL] D as in David.
[CUSTOMER][NEUTRAL] 2 excuse me, 42,501,290.
[AGENT][NEUTRAL] Um, that policy is through 90 degree benefits. Um, I can check and see if they have a policy with us. Uh, what's the last name of the patient or social?
[CUSTOMER][NEUTRAL] I don't have social. We don't take those. The last name is [PII] then [PII]
[AGENT][NEUTRAL] OK. Do you have the first name?
[CUSTOMER][NEUTRAL] First name is [PII]
[AGENT][NEUTRAL] I'm not pulling them up in our system. Um, I can transfer you over to 90 Degree Benefits. They can help with the policy that started with the D.
[CUSTOMER][NEUTRAL] OK, and if they do have coverage, does it still go to the [PII]?
[AGENT][NEUTRAL] Is that the uh [PII] or uh is it [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and you're gonna transfer me to where?
[AGENT][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Um, so they handle, uh, policies for 90 degree benefits.
[AGENT][NEUTRAL] The number you gave me is one of those policy numbers, so I can transfer you over there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is there a call back in case they, you know, in case we get dropped or something?
[AGENT][NEUTRAL] Um, their number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And um it'd be option one.
[CUSTOMER][NEUTRAL] OK, and you're gonna try to transfer me?
[AGENT][POSITIVE] Yes, I'm gonna transfer you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree.
[AGENT][NEUTRAL] Yeah.