AccountId: 011433970860
ContactId: de2c7a37-b83f-4c66-8009-2b5b56050fb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129960 ms
Total Talk Time (AGENT): 71239 ms
Total Talk Time (CUSTOMER): 41564 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/de2c7a37-b83f-4c66-8009-2b5b56050fb5_20250617T14:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, Ms. [PII]. I just need to check on patient uh eligibility, please.
[AGENT][NEUTRAL] OK, yeah, I can check the eligibility for you. Uh, what was your name please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII], no extension.
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. D as in Delta, 486, followed by 40s and a 5.
[AGENT][NEUTRAL] OK, so that's not gonna be one of our policy numbers, [PII], uh, that is through what they're called 90 degree benefits. Uh, I can give you their information and transfer you to them, or if you have the member's social, I could see if they have a policy with us.
[CUSTOMER][NEUTRAL] Uh, no, I don't have the social. This is the number that was printed on the card. That's why I called this number.
[AGENT][NEUTRAL] Yes, um, no, that's OK. Their little prompts can be a little bit confusing uh one does lead you to us, um, give me just a moment I'll get their information to see if that's what you've got.
[CUSTOMER][NEUTRAL] Yeah, if you can get me a warm transfer because I have had a heck of a time with this patient's insurance.
[AGENT][NEUTRAL] Oh, of course.
[AGENT][NEUTRAL] So yes it's confusing and that's you know that tells me that they've got this uh multi plan um the number that you called was it the um [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, that's on the card, uh-huh.
[AGENT][NEUTRAL] OK, yes, so I will say to get to uh 90 degree that is option one, again I know their prompts are very confusing, but theirs is option one.
[CUSTOMER][NEUTRAL] OK, alright, and you said you'll be able to transfer me to a person?
[AGENT][POSITIVE] Oh yes, I can go ahead and transfer you if you'd like just so you know just in case there's a disconnect or you ever need to call back or anything. Alrighty, let me put you on a brief hold uh while I get them on the line alright thank you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling [PII] if you would like.