AccountId: 011433970860
ContactId: 46c53f6d-bba8-4add-b922-7b70419a76d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244460 ms
Total Talk Time (AGENT): 104970 ms
Total Talk Time (CUSTOMER): 73055 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/46c53f6d-bba8-4add-b922-7b70419a76d9_20250404T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I am looking for eligibility and benefits for dental for a client, please.
[AGENT][NEUTRAL] Sure, I can take eligibility benefits for you. What was your name? I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Hey [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] OK, thank you, and then did you have that policy number?
[CUSTOMER][NEUTRAL] Uh, I've got an employee ID.
[AGENT][NEUTRAL] Um, we could try that.
[CUSTOMER][NEUTRAL] Uh, the letter D as in David, 47622401.
[AGENT][NEUTRAL] OK, so that is actually a policy number for, uh, they're called 90 Degree benefits, um, so that's not gonna be for us. Do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] Oh excuse me.
[CUSTOMER][NEUTRAL] Yeah, let me look at that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] File here.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] And what was the name for the member?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, I did not get that. Let me read that social back to you to make sure I heard that correctly. Uh, that was [PII].
[CUSTOMER][NEUTRAL] Uh, that's what we have.
[AGENT][NEUTRAL] OK, I did not get a result with that social, um, let's see, could you, you said it was [PII], um, could you spell the last name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me try searching the name.
[AGENT][NEUTRAL] No, I don't have anyone with that name in our system, [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I wonder what this is then.
[AGENT][NEUTRAL] Well, with that,
[CUSTOMER][NEUTRAL] Yeah, it does say 90 degree benefit.
[AGENT][NEUTRAL] Yes, um, and typically we do work with them, um, with their, they, they offer multi plans and we typically do work with them for medical and dental, um, but I don't have that number in our system at all. If you'd like, since you have that uh policy number with them, I can transfer you to them, uh, just to see uh what kinds of policies they might have if it's through a different carrier definitely possible.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate that.
[AGENT][NEUTRAL] Sure, give me just a moment, let me get that for you.
[AGENT][NEUTRAL] And then did you want um I can give you their phone number too before I transfer you if you'd like in case there's a disconnect.
[CUSTOMER][NEUTRAL] OK, yes, please.
[AGENT][NEUTRAL] Sure, let me know when you're ready.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, so that's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and if you call that number you would select option one to reach them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty and then I'm just gonna put you on a hold while I get them on the line for you. I hope you have a great rest of your day, [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you, you also.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. 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 callers. Please remain on the line.