AccountId: 011433970860
ContactId: 1aea12d2-ae67-4099-9f50-8a8921ded674
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120760 ms
Total Talk Time (AGENT): 32867 ms
Total Talk Time (CUSTOMER): 38499 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/1aea12d2-ae67-4099-9f50-8a8921ded674_20250619T20:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm just trying to get eligibility verification for a patient with the insurance um of the multi-plan.
[AGENT][NEUTRAL] OK, I can help you with eligibility. Can I get your name and a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] callback number [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, the policy number is D as in dog 46401552.
[AGENT][NEUTRAL] OK, um, that policy number is with 90 degree benefits. Um, we do some of their plans, so I can check my last name though and see if we have a plan with them.
[CUSTOMER][NEUTRAL] Yeah, the last name is um [PII].
[AGENT][NEUTRAL] And firstly,
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Is that MAR?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that was [PII] Is that right?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Well, I'm not pulling her up in our system. Um, do you want me to transfer you to 90 Degree to see if they have her on file?
[CUSTOMER][NEUTRAL] Yeah, that'd be fine.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Thank you for calling IMA, a 90 Degree benefits company.