AccountId: 011433970860
ContactId: 0e4d3631-5a92-49e8-a461-8e43c5430650
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122519 ms
Total Talk Time (AGENT): 65499 ms
Total Talk Time (CUSTOMER): 36449 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/0e4d3631-5a92-49e8-a461-8e43c5430650_20250430T21:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. My name is [PII]. I'm calling from a doctor's office. I'm trying to verify eligibility and benefits on the patient, please.
[AGENT][NEUTRAL] OK, well, I can help you with both the eligibility and the benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes, my phone number is [PII] and the policy number, does it start with a D?
[AGENT][NEUTRAL] No, ma'am, it's just start with a 01 or 02.
[CUSTOMER][NEUTRAL] 11. I probably pressed the wrong number then.
[AGENT][NEUTRAL] Well, the D number is
[CUSTOMER][NEUTRAL] Cause it start
[AGENT][NEUTRAL] The D number is the policy number for 90 Degree benefits, um, but we're a different company, so we can't use that. Do you have a copy of the ID card there?
[CUSTOMER][NEUTRAL] Yes, and the number on the back said 90 degree benefits and that's the number I called.
[AGENT][NEUTRAL] OK, so did you call an [PII] number or [PII] number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that's what happens. So you called 90 Degree benefits, but um there's a problem, I don't know what number it is, but no matter who it is, if you use it, it'll redirect you to us. So it sounds like you're trying to get the 90 degree, but just give that 833. I don't know the whole number. I just know it from people calling in. Um, call that [PII] number back and press 0 and it'll go to their customer service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] All right, well, thank you so much for calling APL Ms. [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] You do the same. Bye-bye.
[AGENT][NEUTRAL] Bye bye.