AccountId: 011433970860
ContactId: d4da3b1e-0d1e-435c-96b4-4f53543e559d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137600 ms
Total Talk Time (AGENT): 38860 ms
Total Talk Time (CUSTOMER): 62553 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/d4da3b1e-0d1e-435c-96b4-4f53543e559d_20250620T16:55_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I'm just calling on the benefits and eligibility for a patient that's here in the office just to verify those.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] I can help you with benefits and eligibility. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and a good call back number is [PII].
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] And do you have the policy number of the patient, [PII]?
[CUSTOMER][NEUTRAL] Yes, it is D as in Delta 437.
[CUSTOMER][NEUTRAL] 30595
[CUSTOMER][POSITIVE] Perfect. Alright, get homework
[AGENT][NEUTRAL] OK, that policy number is with 90 degree benefits. We do some of their policies, so I can look it up by last name. Do you have the last name of the patient?
[CUSTOMER][NEUTRAL] Yeah, you live there?
[CUSTOMER][NEUTRAL] Yes, um, so it is [PII]
[CUSTOMER][NEUTRAL] Sure, yeah, I see.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Your monitors. I do.
[AGENT][NEUTRAL] And the first name of the patient?
[CUSTOMER][NEUTRAL] We're
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] I can't
[CUSTOMER][NEUTRAL] Me either. I'm.
[CUSTOMER][NEUTRAL] those are mine.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think yeah, OK.
[CUSTOMER][NEUTRAL] We got him.
[AGENT][NEUTRAL] OK, looks like this policy.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] The policy terminated [PII], but the that member ID you did give me, that is a 90 degree benefit member ID so I can transfer you over there to see if she has coverage with them. Would you like me to do that?
[CUSTOMER][POSITIVE] That would be great, yes.
[AGENT][NEUTRAL] OK, uh, give me one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree.