AccountId: 011433970860
ContactId: eb50ae55-b33a-4083-8bd6-983285491abf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141800 ms
Total Talk Time (AGENT): 59468 ms
Total Talk Time (CUSTOMER): 66620 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/eb50ae55-b33a-4083-8bd6-983285491abf_20250626T14:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I work at Arkansas Children's, and I was calling to verify a patient has insurance, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility, Ms. [PII]. May I get your callback number and the name of the facility you're calling from, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh, a call back is [PII], and I work for Arkansas Children's Hospital.
[AGENT][NEUTRAL] OK, thank you. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, his name is [PII] P. His birthday is [PII] and his policy number is.
[CUSTOMER][NEUTRAL] D as in dog, 445-04814.
[CUSTOMER][NEUTRAL] How you know?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Ms. [PII], I'm gonna need to transfer you on over to 90 Degree Benefits so that they can help you with the benefits for this patient.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be a brief hold while I transfer you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me give you the phone number just in case the call's disconnected along the way you'll have it.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure, mhm.
[CUSTOMER][POSITIVE] I'm ready when you are.
[AGENT][NEUTRAL] It's [PII]'s [PII].
[AGENT][NEUTRAL] Yes ma'am. It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And when you get there, um, if we, if you get disconnected, you would choose up on.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Choose what?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] But I'm gonna option one.
[CUSTOMER][NEUTRAL] No you said choose uh.
[CUSTOMER][NEUTRAL] Option one, OK.
[CUSTOMER][POSITIVE] Got you.
[AGENT][POSITIVE] But I'm gonna go ahead and transfer you on over now you're very welcome I hope you have a wonderful day and thanks for calling.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And APL.
[CUSTOMER][POSITIVE] You too have a good one.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.