AccountId: 011433970860
ContactId: e38e6f24-3de0-4a2d-a5d4-5f5c463eed65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73339 ms
Total Talk Time (AGENT): 38876 ms
Total Talk Time (CUSTOMER): 34939 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/e38e6f24-3de0-4a2d-a5d4-5f5c463eed65_20250127T16:14_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey, [PII]. My name is [PII] with Consultants and Gastroenterology. And I um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have a patient on file that has y'all's insurance, but I got a payment for my 90 degrees benefits. Is that part of y'all benefit program?
[AGENT][NEUTRAL] OK, yeah, so, um, with those benefits, um, because they all go to like that address in, um, [PII], um, from there IMA separates it and if it falls under their 90 degree benefits they send it to 90 degree benefits comes to us they'll send it to us and then whoever they send it to is the one that processes and pays to get sorted through.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Through IMS it's kind of confusing. I'm sorry.
[CUSTOMER][POSITIVE] I just want to make sure before I post this payment that it it is all right. You clear it up for me and I thought so, but I want soon. Thank you so much.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] I'm really glad I could help you, Miss [PII] and if you need anything else, don't hesitate to reach out.
[CUSTOMER][POSITIVE] I will. I appreciate it.
[AGENT][POSITIVE] Thank you, my pleasure.
[CUSTOMER][POSITIVE] All right, thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.