AccountId: 011433970860
ContactId: d16f299a-3a73-4df6-af55-be0c76cc713d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124699 ms
Total Talk Time (AGENT): 54872 ms
Total Talk Time (CUSTOMER): 37632 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/d16f299a-3a73-4df6-af55-be0c76cc713d_20250609T14:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII]. I'm calling from Village Medical just to get some patients demographics for her insurance.
[AGENT][NEUTRAL] OK, we just need you to check like eligibility.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can check that for you. Uh, can, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It's D as in dog.
[CUSTOMER][NEUTRAL] 40.
[CUSTOMER][NEUTRAL] 30
[CUSTOMER][NEUTRAL] 6505.
[AGENT][NEUTRAL] OK, so [PII], that's not one of our policy numbers. That is through, uh, they're called 90 Degree benefits. I can give you their information and transfer you to them if you'd like or if you have the member's social, I can see if they've got a policy with us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, let me check if I have her social.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't.
[AGENT][NEUTRAL] OK, um, would you like me to transfer you to 90 Degree?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alrighty, give me just a moment let me get that information for you.
[AGENT][NEUTRAL] Did you want their phone number before I transfer you?
[CUSTOMER][POSITIVE] Yes ma'am, you can go ahead.
[AGENT][NEUTRAL] OK alrighty that is [PII].
[CUSTOMER][NEUTRAL] Morning.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and to get to them you would select option one.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Alrighty and I'll go ahead and just put you on a brief hold while I get them on the line thank you. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree. If you would like