AccountId: 011433970860
ContactId: d9e2acb3-e443-4aef-8505-95cbd93a1de0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206070 ms
Total Talk Time (AGENT): 70425 ms
Total Talk Time (CUSTOMER): 47742 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/d9e2acb3-e443-4aef-8505-95cbd93a1de0_20250114T15:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII] I'm calling as a provider. I was trying to verify a member's, uh, benefits.
[AGENT][NEUTRAL] OK, I can help you with benefits and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][POSITIVE] [PII] OK, thank you so much, sir. OK, [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's a direct line [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name?
[CUSTOMER][NEUTRAL] Um, this is, uh, [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] And what is [PII]'s or [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And what's her policy number please?
[CUSTOMER][NEUTRAL] Uh, D as in Delta 437-06675.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Would
[AGENT][NEUTRAL] Hello sir, are you there?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, yes, can you hear me?
[AGENT][POSITIVE] Oh yes now I can.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes sir, I can hear you now. Can, can you please spell Ms. [PII]'s um name out for me?
[CUSTOMER][NEUTRAL] Uh, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is her, how do I spell her last name please sir?
[CUSTOMER][NEUTRAL] Uh, it's uh [PII].
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] OK, I'm going to put you on a brief hold I'm gonna transfer you now on over to IMA so that they can help you further. I'm gonna give you that phone number just in case the call is disconnected along the transfer that way you'll have it.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're very welcome you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too take care.
[AGENT][POSITIVE] Thank you, [PII], you also.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.