AccountId: 011433970860
ContactId: 5a829563-2d86-4fae-a536-d1b5fd7a3d35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283880 ms
Total Talk Time (AGENT): 81324 ms
Total Talk Time (CUSTOMER): 98505 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/5a829563-2d86-4fae-a536-d1b5fd7a3d35_20250626T14:02_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], my name is [PII]. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I'm trying to see, uh, I'm calling from Medical University of South Carolina trying to get some general claim status for a patient. Not sure if it's the right number, but
[AGENT][NEUTRAL] OK, sure, I can help you with claim status. And did you say your name was [PII]?
[CUSTOMER][NEUTRAL] [PII] A. [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And then do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII] and that's a direct number.
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] Policy number I have is D as in David 43510726.
[AGENT][NEUTRAL] OK, uh, that policy number is with 90 degree benefits. We do some of their plans though, so I can look it up by last name and, uh, last name and see if we have it in the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am. Last name gonna be [PII] R.
[AGENT][NEUTRAL] OK. And then the first name?
[CUSTOMER][NEUTRAL] And the first name is [PII] A.
[AGENT][NEUTRAL] OK. Give me one moment.
[CUSTOMER][NEUTRAL] Miss [PII], Miss [PII].
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Do you know what state she'd be in? Or what state are you in?
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And what was her date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is gonna be [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] Sorry, my system is running just a bit slow.
[CUSTOMER][POSITIVE] No problem. I was all too.
[CUSTOMER][NEUTRAL] I was up too lady, mm.
[AGENT][NEUTRAL] Almost Friday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I know, I know. We almost there. We're almost there.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] Almost there, we're on the downhill slide.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] That's a shame. We just live for Friday. Look, I was asking somebody the day earlier, one of my other coworkers, I said, is the day Friday or Thursday? He's like, Oh, ma'am, it's Thursday. I said, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Hey, it's the 4th best day of the week. That's what I say.
[CUSTOMER][POSITIVE] Oh yes, yes, yes, yes, yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so let's see, so it looks like what we have for her.
[AGENT][NEUTRAL] We just do the dental and the group term life, so, um, that policy number like I said that's with 90 degree. Do you want me to transfer you over there and see if they can check the claim status for you?
[CUSTOMER][NEUTRAL] Can
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, um, I'll get you transferred over and I hope you have a terrific day.
[CUSTOMER][NEUTRAL] Can you give me that number too as well?
[AGENT][POSITIVE] Yeah, absolutely, uh, 90 degrees.
[CUSTOMER][NEUTRAL] Can you give me the number as well?
[AGENT][NEUTRAL] Yes. [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much, Ms. [PII], you have a great rest of your day and a great weekend.
[AGENT][POSITIVE] Yes, you too, [PII]. I'll get you transferred over. Just give me a moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree.