AccountId: 011433970860
ContactId: 76213c26-301a-4960-bf99-7832f9d629fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239139 ms
Total Talk Time (AGENT): 75372 ms
Total Talk Time (CUSTOMER): 80722 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/76213c26-301a-4960-bf99-7832f9d629fe_20250625T21:41_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I saw a geneticist this morning, um.
[CUSTOMER][NEUTRAL] And he wants to do some genetic, more genetic testing on me, um, for connective tissue disorders, um, and I wanted to see if my policy would cover it if so how much, if not, I just wanted to check.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, I have my employee ID number, uh, D as in dog, 468-02083.
[AGENT][NEUTRAL] OK, um, that policy is through 90 degree benefits, um, and, but we do some.
[CUSTOMER][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] We do some of the benefits um what's your last name? I can see if we have a policy for you as well.
[CUSTOMER][NEUTRAL] They billing.
[AGENT][NEUTRAL] The MCMI.
[CUSTOMER][NEUTRAL] F C M I L L E N.
[AGENT][NEUTRAL] What was your first name?
[CUSTOMER][NEUTRAL] Per day.
[AGENT][NEUTRAL] [PII] E.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Wait, give me just one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then can you confirm your address and email address?
[CUSTOMER][NEUTRAL] Um, [PII], and you said what else?
[AGENT][NEUTRAL] Uh, your email address?
[CUSTOMER][NEUTRAL] Uh for [PII].
[AGENT][NEUTRAL] OK, thank you and then just in case we're disconnected what's a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so it looks like the policy with us, um, it's just a limited hospital indemnity policy. Are they doing the genetic testing at a hospital or is it in a doctor's office or?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, so it's actually like they send the testing to your house and then you do it at your house and then it sends off to like their facility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I give you the name of it.
[AGENT][NEUTRAL] Oh, that's OK. Um, it looks like for your policy, uh, it's not a guarantee of payment, basic outline of your policy. Uh, looks like that would not be covered under this policy, um, but that that first number you gave me is with 90 degree benefits, and I can transfer you over there to see if it's maybe covered under that policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, that'd be great. I get so confused on what's covered where.
[AGENT][NEUTRAL] Yeah, I understand.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, uh, give me one moment. I'll get you transferred over. Is there anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] No, you've been awesome thank you.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.