AccountId: 011433970860
ContactId: cfb96c89-72e6-4111-8a8d-ec5a3f8454db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149490 ms
Total Talk Time (AGENT): 66077 ms
Total Talk Time (CUSTOMER): 44803 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/cfb96c89-72e6-4111-8a8d-ec5a3f8454db_20250117T18:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm trying to verify eligibility for a patient and I'm not sure if this is the right place to do that or not.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you um what was your name?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, uh, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, let me get it pulled up here. It looks like it is D 476.
[CUSTOMER][NEUTRAL] 82274
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers, [PII], that is through, uh, they're called 90 Degrees. Um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] You know, I think I'm actually supposed to be talking to 90 Degrees. I thought that's what I was on the phone for. I must have clicked the wrong option. I'm sorry.
[AGENT][NEUTRAL] Oh, no, no, it's OK. This is.
[AGENT][NEUTRAL] No, no, you're fine this is APL um I can give you their number and transfer you to them. Give me just a moment.
[AGENT][NEUTRAL] We do work with them, um, typically they're, uh, that's like a multi plan so sometimes we do have some of those policies, but that number you gave me was definitely a 90 degree policy number.
[AGENT][NEUTRAL] OK, let me know when you're ready for that phone number. I'll give it to you and then I'll transfer you to them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sure, uh, I'm ready whenever you are.
[AGENT][NEUTRAL] OK, that phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, did you want me to go ahead and transfer you now, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, sure.
[AGENT][POSITIVE] OK, I'm just gonna put you on a brief hold while I get them on the line thank you. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Alright thank you you do the same.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.
[AGENT][NEUTRAL] Yeah