AccountId: 011433970860
ContactId: 10e3c5d3-8acb-4e48-8aae-64b78ebe207d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83480 ms
Total Talk Time (AGENT): 35721 ms
Total Talk Time (CUSTOMER): 26813 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/10e3c5d3-8acb-4e48-8aae-64b78ebe207d_20250124T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to see if a procedure needed a prior authorization.
[AGENT][POSITIVE] OK, I can help you with your name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, D 45401289.
[AGENT][NEUTRAL] OK, do you have a copy of the ID card?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there a policy cert number on there that begins with a 0? It's kind of near the bottom of the card. It'll be an inpatient and outpatient cert number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, there's just a
[CUSTOMER][NEUTRAL] Call 90 degrees benefits, that's it.
[AGENT][NEUTRAL] OK, OK, what number did you call? Was it the [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. The option is number one, and I can.
[CUSTOMER][POSITIVE] Yeah, that's what I chose.
[AGENT][NEUTRAL] Mm, yeah, ours is #2 American Public Life, so I'll need to get you transferred over to 90 Degrees.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.