AccountId: 011433970860
ContactId: e78a358b-942f-4245-90e0-cb345c205473
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130940 ms
Total Talk Time (AGENT): 57485 ms
Total Talk Time (CUSTOMER): 45809 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/e78a358b-942f-4245-90e0-cb345c205473_20250303T22:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII] from Doctor [PII]'s office. I actually have a patient in the office today, and I was calling to see if I can verify her benefits.
[AGENT][NEUTRAL] OK, I can help you with benefits, um, Miss [PII]. May I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, you're breaking up a little bit so I may be breaking up also on your end.
[AGENT][NEUTRAL] OK, um, what is the.
[CUSTOMER][NEUTRAL] Can you hear me, ma'am?
[AGENT][NEUTRAL] I can hear you. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] OK, then
[CUSTOMER][NEUTRAL] OK, her name is [PII]
[CUSTOMER][NEUTRAL] Her date of birth is June.
[AGENT][POSITIVE] [PII] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy number is D as in dog.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] D as in dog 473-05980
[AGENT][NEUTRAL] OK, I am going to transfer you on over to IMA now so that they can help you with the benefits for this patient. Uh, let me give you that phone number just in case call gets dropped you'll have it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And once you reach the line you'll choose option one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, option one, thank you.
[AGENT][POSITIVE] OK, yes ma'am, it's on a brief hold. We certainly appreciate you calling APL, and I hope you have a wonderful night.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mm. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. The