AccountId: 011433970860
ContactId: c7fb4892-7166-4511-8e09-208db76a527f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119279 ms
Total Talk Time (AGENT): 56043 ms
Total Talk Time (CUSTOMER): 38449 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/c7fb4892-7166-4511-8e09-208db76a527f_20250530T15:31_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am [PII], my name is [PII]. I'm calling from a facility in [PII]. We've got a member who's coming in for some outpatient testing. We just wanted to check benefits.
[AGENT][POSITIVE] Cool, OK, [PII], I can help you with the benefits for the patient. Um, can I please get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what's the name of your facility?
[CUSTOMER][NEUTRAL] Southeast Alabama Medical Center.
[AGENT][NEUTRAL] Thank you and can I get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, this is for [PII]. Date of birth is [PII]. For the ID I have D43732372.
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna need to transfer you now on over to uh IMA 90 degree benefits so they can help you with the benefits for the patients. Let me give you that phone number just in case the call is disconnected, you'll have it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII] and then you would choose option one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's gonna be a quick hold. Is there anything else I can help you with at APL before I transfer you?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, well, you have a wonderful weekend and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You too mhm.
[CUSTOMER][POSITIVE] Thank you for calling 9