AccountId: 011433970860
ContactId: de413f8b-7d49-4dad-bb2c-2debac6fa38c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127459 ms
Total Talk Time (AGENT): 59673 ms
Total Talk Time (CUSTOMER): 48905 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/de413f8b-7d49-4dad-bb2c-2debac6fa38c_20250415T14:09_UTC.wav
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[CUSTOMER][NEUTRAL] the people.
[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][POSITIVE] Hi, yes, I'm calling to get some eligibility on a client.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. May I please get your name, your callback number, and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yes, [PII], my callback number is [PII].
[CUSTOMER][NEUTRAL] And the you said the date of birth?
[AGENT][NEUTRAL] No, the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, Cowell.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Comwell, OK. And then Ms. [PII], what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is.
[CUSTOMER][NEUTRAL] Um, it is D.
[CUSTOMER][NEUTRAL] 43412136
[AGENT][POSITIVE] OK, I'm gonna go ahead and transfer you now on over to IMA uh 90 Degree benefits. I'm going to give you that phone number just in case the call gets dropped, you'll have it.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, the phone number is
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then once once it picks up you'll choose option one.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] 12
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] All right. I'm gonna go ahead and transfer you now, Ms. [PII]. I hope you have a wonderful day. Is there anything else I can help with before we
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Before we transfer. Thank you, ma'am.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, have a great day and thanks for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.