AccountId: 011433970860
ContactId: dfc61014-cec4-47cc-bcdf-89b5032d9f45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114169 ms
Total Talk Time (AGENT): 53459 ms
Total Talk Time (CUSTOMER): 37218 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/dfc61014-cec4-47cc-bcdf-89b5032d9f45_20250206T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] This is [PII]. I'm calling from Edgefield County Healthcare. I'm trying to verify some information, uh, coverage for patient.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with coverage. Uh, can I please get your callback number, ma'am just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the facility that you're calling from?
[CUSTOMER][NEUTRAL] Edgefield County Healthcare.
[AGENT][NEUTRAL] OK, thank you, ma'am. And then what is the uh patient's name?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number?
[CUSTOMER][NEUTRAL] Uh, that is.
[CUSTOMER][NEUTRAL] I'm showing uh D as in Delta 43726196.
[AGENT][NEUTRAL] OK, OK, I'm gonna need to transfer you on over to IMA I'm gonna give you that phone number just in case the call gets disconnected during the transfer you'll have it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII] and then once it gets through you'll choose option one.
[CUSTOMER][NEUTRAL] OK, so that's [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so it's gonna be a brief hold and thank you so much for calling APL, Miss [PII]. Hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for