AccountId: 011433970860
ContactId: d6eadcc7-d5ab-46b4-a618-69c6029c0771
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192740 ms
Total Talk Time (AGENT): 65300 ms
Total Talk Time (CUSTOMER): 52811 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/d6eadcc7-d5ab-46b4-a618-69c6029c0771_20250114T18:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling for benefits and eligibility for physical therapy for a patient.
[AGENT][NEUTRAL] OK, I can help you with benefits and eligibility. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and our callback number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] Um, so I have a few. I don't, I'm not sure which one it is. He sent me a picture of his card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, go ahead and give me one and it should pull in all of them for me.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, D43.
[CUSTOMER][NEUTRAL] 724131
[AGENT][NEUTRAL] OK, do you have one that does not start with the D?
[CUSTOMER][NEUTRAL] Yes, I have a payer ID.
[CUSTOMER][NEUTRAL] 645-56.
[AGENT][NEUTRAL] OK. Do you have the policy, the policy number that doesn't start with a D?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I do not. I have a group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is the group number?
[CUSTOMER][NEUTRAL] 943 7.
[AGENT][NEUTRAL] OK, let me see if I can find that group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go
[AGENT][NEUTRAL] Alright, I'm gonna see if maybe I can pull him up by his name.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Oh, OK, so what I'm gonna need to do is I'm gonna need to transfer you on over to IMA. Let me give you that phone number.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII] and you would choose option one.
[AGENT][POSITIVE] If we get disconnected, but I'm gonna go ahead and get you over there now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you so much for calling ATL Ms [PII]. You have a good rest of your day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. The all agents are currently assisting other callers.