AccountId: 011433970860
ContactId: 32e5511c-6709-413c-8158-84efe88a4b72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251100 ms
Total Talk Time (AGENT): 96810 ms
Total Talk Time (CUSTOMER): 111662 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/32e5511c-6709-413c-8158-84efe88a4b72_20250407T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, I have a quick question. I'm not sure if I chose the right, um, extension or not when I called in, but I, um, I have, uh, medical.
[CUSTOMER][NEUTRAL] Um, through my employer around the ATC staffing, and I wanted to talk to somebody about um surgery and the um what the benefits in a card pays and who would I talk to about that?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] I can help you with your benefits. Uh, can I please get your name and your callback number just in case the call is dropped, I'll be able to call you right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And phone number is area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is your policy number?
[CUSTOMER][NEUTRAL] Uh, let me bring that up for you.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] So let's see here.
[CUSTOMER][NEUTRAL] Policy numbered.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have a VIN number.
[CUSTOMER][NEUTRAL] And a group number
[AGENT][NEUTRAL] Do you see an inpatient or an outpatient certificate number?
[CUSTOMER][NEUTRAL] I don't. It just says medical benefit verification and then it gives me a place to send uh claims to.
[CUSTOMER][NEUTRAL] Oh, here it is. Here's the policy number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is policy number 025.
[CUSTOMER][NEUTRAL] 80856
[AGENT][NEUTRAL] OK, and where did it say send the claims to Ms. [PII]?
[CUSTOMER][NEUTRAL] It says uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm going to need to look up your claim I'm sorry, your policy number in our system and uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get your social?
[CUSTOMER][NEUTRAL] I do have a medical.
[AGENT][NEUTRAL] Uh, what do you
[CUSTOMER][NEUTRAL] I do have a medical ID number.
[AGENT][NEUTRAL] What is that?
[CUSTOMER][NEUTRAL] Oh, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, that's what I needed. All right, thank you so much. I'm glad you found that number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I did.
[AGENT][NEUTRAL] Let me transfer you on over to IMA uh 90 degree benefits so that you can get your benefit questions answered.
[AGENT][NEUTRAL] Would you like that number just in case the call is dropped during the transfer you'll have it to call back.
[CUSTOMER][POSITIVE] Yes, I'd appreciate it.
[AGENT][NEUTRAL] OK, that number is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And once you reach them you'll choose option one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'm gonna go ahead and transfer you now over there, is there anything else, Miss Miss [PII] I can help you with before I transfer you over?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, just, I just have one quick question for him.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And and that's a benefit question, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][POSITIVE] OK, alright. So it's gonna be a brief hold while I transfer you on over. I hope you have a wonderful day and thank you for calling APL Ms. [PII].
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree. If you would like.