AccountId: 011433970860
ContactId: bfcd287c-8ee2-4708-b9cb-75bcfd956e84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 672320 ms
Total Talk Time (AGENT): 53980 ms
Total Talk Time (CUSTOMER): 192297 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/bfcd287c-8ee2-4708-b9cb-75bcfd956e84_20250114T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] and my last name initial is [PII]. I'm calling on behalf of waters office Street County Hospital.
[CUSTOMER][NEUTRAL] For patient [PII] to check on the claim status.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Thank you. All right. So the policy number is D as in Delta 420182772.
[AGENT][NEUTRAL] Spell the patient's first and last name for me?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Spell the name for me please, first and last.
[CUSTOMER][NEUTRAL] Yes, sir. It's um [PII]. That was the first name and the last name is
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Golf Oscar Romeo Delta Oscar November.
[AGENT][POSITIVE] Thank you what's a good phone number, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah it's um [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Almost there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The the number that you gave us for 90 degree, so I'm trying to see um my search by name to see if I can locate the patient.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What state does the patient reside?
[CUSTOMER][NEUTRAL] You can.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Where do they live?
[AGENT][NEUTRAL] OK, and what phone number did you dial? OK, what phone number did you dial, [PII]?
[CUSTOMER][NEUTRAL] Um, yeah, just give me a second. So I've dialed, uh, actually this number is, uh, represent on the member ID card. So from there I have, uh, found this number. Uh, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What number?
[AGENT][NEUTRAL] Yeah, so that's to 90 degrees. Give me a second, I'll get you connected to that location, OK?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. Please select from the following options to ensure you are directed to the appropriate party to answer your questions. For questions on IMA Mec Wellness, MVP plans, or COBR enrollment, please press 1. For questions on the APL hospital indemnity, all agents are currently assisting other callers.
[CUSTOMER][NEUTRAL] Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remain on the line, and we will be with you shortly.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][NEUTRAL] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly. Press 1 to leave a voicemail.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important
[AGENT][NEUTRAL] OK [PII], thanks for holding. The lines are busy um they gave an option to leave a message but I didn't want to put you in the queue without letting you know first so do you want me to dial the number back and allow you to leave a message for them or you can call directly?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, yeah, uh.
[CUSTOMER][NEUTRAL] Yeah, you can uh the more I can uh leave a voicemail to them.
[AGENT][NEUTRAL] OK, give me a second.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. Please select from the following options to ensure you are directed to the appropriate party to answer your questions. For questions on IMA Mec Wellness, MVP plans, or COBR enrollment, please press 1. For questions on the APL, all agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remain on the line, and we will be with you shortly.