AccountId: 011433970860
ContactId: eed00e0d-9394-43fe-9352-ff88c4dd834c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117199 ms
Total Talk Time (AGENT): 61062 ms
Total Talk Time (CUSTOMER): 43950 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/eed00e0d-9394-43fe-9352-ff88c4dd834c_20250519T16:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good morning, [PII]. My name is [PII]. I am calling from Aurora Endoscopy Center, and I'm calling to verify benefits for a patient scheduled for a colonoscopy at our facility.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. May I get your callback number just in case our call is disconnected?
[CUSTOMER][POSITIVE] Yes, it's [PII] and that's correct.
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII]. His policy number is D46400777.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Uh, I'm going to need to uh transfer you now on over to IMA 90 degree Benefits so that they can help you with the benefits of this patient. Let me give you that phone number just in case the call's dropped while we're transferring you'll have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] You're welcome. It's [PII].
[AGENT][NEUTRAL] [PII]. And once the phone picks up, you'll choose option one.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with, Miss [PII], before I transfer you on over?
[CUSTOMER][NEUTRAL] No, that was it thanks.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling APL. I'm gonna transfer you now, ma'am. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for if you would like.