AccountId: 011433970860
ContactId: 30c89b4e-5534-4b1c-ab0c-2934280086b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217300 ms
Total Talk Time (AGENT): 54520 ms
Total Talk Time (CUSTOMER): 80628 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/30c89b4e-5534-4b1c-ab0c-2934280086b2_20250513T14:21_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII]. I'm calling you from provider's office to check a claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Oh yes, uh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, it's D Delta 43,302,090.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It's [PII], and date of birth is [PII].
[AGENT][NEUTRAL] And spell that last name for me, please?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. Hold on one moment please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I don't show her in our system and you said the last name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, uh, no, ma'am. I don't show her in our system. Do you show, do you have a copy of her card?
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] OK, and does it show APL or American Public Life?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] It's 90 degrees.
[AGENT][NEUTRAL] OK, it's not our company, um.
[AGENT][NEUTRAL] I can give you their phone number if you like and they can verify benefits for you.
[CUSTOMER][NEUTRAL] Uh yeah, sure.
[AGENT][NEUTRAL] OK, it is [PII], option one.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, can you transfer over there?
[AGENT][NEUTRAL] Sure, hold on one moment, please.
[CUSTOMER][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 plan, please press 3. If you would like to participate in a quick.