AccountId: 011433970860
ContactId: 6b6f1fab-35a1-4f22-addc-721770283fd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 546119 ms
Total Talk Time (AGENT): 109586 ms
Total Talk Time (CUSTOMER): 57803 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/6b6f1fab-35a1-4f22-addc-721770283fd8_20250515T19:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] calling from MetNow. I was calling for eligibility and benefits.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Phone number is [PII] and uh.
[CUSTOMER][NEUTRAL] It's D437328-30.
[AGENT][NEUTRAL] OK, and do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] On the card, do you see anywhere that says in hospitals, excuse me, or outpatient policy er number?
[AGENT][NEUTRAL] It should start with a 01 or 02.
[CUSTOMER][NEUTRAL] No ma'am.
[CUSTOMER][NEUTRAL] All I have is the employee ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, so basically that, that the number is the policy number for 90 Degree benefits. Um, what's the member, well, I can start you with the member's first and last name or their full social if you have it.
[CUSTOMER][NEUTRAL] In a group number.
[CUSTOMER][NEUTRAL] I have the first and last name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] What's the date of birth?
[AGENT][NEUTRAL] I'm just waiting for the policies. Hold on one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Le
[AGENT][NEUTRAL] Hold on one moment. [PII], do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, hold on one second.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Mm. You are on hold.
[AGENT][NEUTRAL] What just happened? Did my line just go down? Oops.
[AGENT][NEUTRAL] [PII] [PII] [PII]
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I just went down.
[AGENT][NEUTRAL] So let me try to get that out the way.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Get him to come on back up here line.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. My system went down in the middle of the call, so I'm trying to get a representative that can take this call for me because I can't pull any policies. Um, I just didn't want you to think I forgot about you. I'm just trying to get someone to help you.
[CUSTOMER][NEUTRAL] Yes ma'am, that's fine.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me do this because I can't get anyone. I don't want you to keep holding. Can I restart my system and give you a call right back once I get into it?
[CUSTOMER][NEUTRAL] Yes ma'am, that's fine.
[AGENT][NEUTRAL] Alright, so I'll give you a call right back. I'm just restarting. Is the phone number the [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, thank you very much. I'll be giving you a call right back.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Mhm.