AccountId: 011433970860
ContactId: fe7ea718-db18-4e70-b53e-ab891f1391c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121019 ms
Total Talk Time (AGENT): 55609 ms
Total Talk Time (CUSTOMER): 41425 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/fe7ea718-db18-4e70-b53e-ab891f1391c5_20250306T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling with private healthcare facilities, and I was calling to check eligibility and benefits on a member.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with eligibility and benefits. Can I please get your callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII] and that's the direct line.
[AGENT][NEUTRAL] Thank you, ma'am. And then, what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Her name is [PII]. Last name is [PII] Date of birth is [PII]. And the policy number is D as in David, 41201949.
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[AGENT][NEUTRAL] So I'm going to need to transfer you now on over to IMA I'm going to give you their phone number just in case the call gets dropped while I'm transferring.
[AGENT][NEUTRAL] Are you where you could take that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. The phone number is [PII].
[AGENT][NEUTRAL] [PII] and you would choose option one.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before I transfer you on over?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well, you have a great day and thanks for calling APL. It's gonna be a brief hold.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. All agents.