AccountId: 011433970860
ContactId: 8d3745f1-a1f5-4256-b724-6e20e4b26804
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199100 ms
Total Talk Time (AGENT): 116039 ms
Total Talk Time (CUSTOMER): 47350 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/8d3745f1-a1f5-4256-b724-6e20e4b26804_20250305T22:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I was calling to check eligibility and benefits.
[AGENT][NEUTRAL] Sure, I can check eligibility and benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, I have the employee ID number.
[AGENT][NEUTRAL] Um, uh, we could see if that's it.
[CUSTOMER][NEUTRAL] OK, it's D437-318-95.
[AGENT][NEUTRAL] OK, uh, so that's not a policy number of ours, [PII], that is through, uh, they're called 90 Degrees. Um, if you'd like I can give you their information and transfer you to them, um, or if you have their social, I could see if they have a policy with us.
[CUSTOMER][NEUTRAL] Um, yes ma'am, I have the social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was the name for the patient?
[CUSTOMER][NEUTRAL] Um, first name is [PII], last name is [PII]
[AGENT][NEUTRAL] OK, do you have the date of birth?
[CUSTOMER][NEUTRAL] Uh, yes, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. um, let's see, was this for um medical or dental?
[CUSTOMER][NEUTRAL] Medical
[AGENT][NEUTRAL] Medical, OK, so they do have a medical policy with us. It is a limited indemnity medical plan. Um, it is currently active. The effective date was [PII], and uh I can go ahead and give you that policy number, uh, whenever you're ready.
[CUSTOMER][POSITIVE] Yes ma'am, I'm ready.
[AGENT][NEUTRAL] OK it is 0259.
[AGENT][NEUTRAL] 3380.
[CUSTOMER][NEUTRAL] 02593380
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Alright, and can you spell your name for me?
[AGENT][NEUTRAL] Sure it's [PII]. I I will say that um especially since you gave me that uh other policy number that they most likely do have other coverages as this is a part of a multi plan um so if you wanted me to give you their phone number so you can check and see what coverages they might have through them I can do that for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and it might have been the number that you called to get to us um but there is a, uh, their prompt is a little bit confusing so we'll look at that give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, um, so that phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And to get to 90 degrees, you would select option 1.
[CUSTOMER][POSITIVE] OK thank you [PII].
[AGENT][NEUTRAL] Of course is there anything else I could help you with?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] Alright well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.