AccountId: 011433970860
ContactId: 26867a79-a99b-4ba2-a21c-5aafd8ce8106
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164419 ms
Total Talk Time (AGENT): 40880 ms
Total Talk Time (CUSTOMER): 77812 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/26867a79-a99b-4ba2-a21c-5aafd8ce8106_20250609T19:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] calling from Prisma Health, and I need to try and get benefits for a patient.
[AGENT][NEUTRAL] OK, I can verify benefits for you, Ms. [PII]. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's D 43722079.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers, uh, but what is the patient's name, date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII], last name is [PII] [PII].
[AGENT][NEUTRAL] OK, one moment, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][NEUTRAL] OK, one.
[AGENT][NEUTRAL] Um, don't show her in the system and on the card, does it show American Public Life?
[AGENT][NEUTRAL] Or does it show 90 degree benefits?
[CUSTOMER][NEUTRAL] Um, I'm gonna get back.
[CUSTOMER][NEUTRAL] I think it has 90 degrees on it.
[AGENT][NEUTRAL] OK, well I can give you their phone number or transfer you to them.
[CUSTOMER][NEUTRAL] Let me pull it back out let's see.
[CUSTOMER][NEUTRAL] OK, the number I called is [PII].
[AGENT][NEUTRAL] Uh yes, ma'am, and you would just need to select option one.
[CUSTOMER][NEUTRAL] On the OK.
[CUSTOMER][NEUTRAL] And I did and it got me here.
[AGENT][NEUTRAL] We
[CUSTOMER][NEUTRAL] Can you transfer me back I guess.
[AGENT][NEUTRAL] Yes ma'am, hold on one moment for me please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. Please select from the following options to ensure you are directed to the appropriate party to answer your questions. For questions on IMA Mec wellness, MVP plans, or COBR enrollment, please press 1. For questions on the APL hospital indemnity plans or dental coverage, please press 2.
[CUSTOMER][NEUTRAL] For questions on the vision, if you would like to participate in a quick survey after the call to rate your service with us, please press 1. Press 2 if no.
[CUSTOMER][NEUTRAL] All agents are currently assisting other.