AccountId: 011433970860
ContactId: cff51147-b847-481b-8dd7-e074571880ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211919 ms
Total Talk Time (AGENT): 63878 ms
Total Talk Time (CUSTOMER): 49547 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/cff51147-b847-481b-8dd7-e074571880ef_20250520T16:17_UTC.wav
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[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yeah, I wanna verify benefits for a patient. Yeah, call me when you get over that thing.
[AGENT][NEUTRAL] Hello.
[AGENT][POSITIVE] OK, I can help you with benefits. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Um, [PII], call back number [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], and the policy number for that patient?
[CUSTOMER][NEUTRAL] Policy number, let me make it big enough so I can see you. Hang on one second here.
[CUSTOMER][NEUTRAL] Hold on, ma'am. I apologize.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, it's D as in Delta 476.
[CUSTOMER][NEUTRAL] 78796.
[AGENT][NEUTRAL] OK, um, that one, that's through 90 degree benefits, but we do offer other policies for that plan. Do you have a last name of the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Patient's last name is [PII].
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you have [PII], and that, that's [PII], is that right?
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] And [PII]
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Did the call switch over because I called 90 degrees, but I guess it's another number. I don't know what happened.
[AGENT][NEUTRAL] Um, there's actually a number on the other side of the card. It's like a um [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] How far down [PII].
[AGENT][NEUTRAL] Yes, is that what you called?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hm.
[AGENT][NEUTRAL] OK, let me, uh,
[AGENT][NEUTRAL] Yeah, I'm not, I'm not pulling any active policies up with that name.
[AGENT][NEUTRAL] Um, IMA is who does the benefits, um,
[AGENT][NEUTRAL] 490 degree, um.
[AGENT][NEUTRAL] If you call, I can transfer you back and then hit option 20, and that'll take you to customer service.
[AGENT][NEUTRAL] You want
[CUSTOMER][NEUTRAL] Option 0?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You said option 0?
[AGENT][NEUTRAL] Yes, do you want me to transfer you back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, ma'am, please. Thank you.
[AGENT][NEUTRAL] OK, hold on one moment. Thank you.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree.