AccountId: 011433970860
ContactId: c08fa1af-1801-41e9-b326-d6ed7b59e8ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126250 ms
Total Talk Time (AGENT): 31419 ms
Total Talk Time (CUSTOMER): 44800 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/c08fa1af-1801-41e9-b326-d6ed7b59e8ff_20250404T16:36_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] with 90 Degree Benefits, and we have, uh, we're the administrator for TRC and they have an employee. I just wanna make sure what his current pay to date shows in your system.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII], I can help you with that. Do you have the policy number of the patient or insured? Sorry.
[CUSTOMER][NEUTRAL] I have a social social if you don't mind.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mm let's see.
[AGENT][NEUTRAL] And what was the patient or the insured's name?
[CUSTOMER][NEUTRAL] Insured's name is [PII].
[AGENT][NEUTRAL] OK, let's see
[AGENT][POSITIVE] Can I get a good call back number for you just in case we drop?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, so the policy is currently active.
[CUSTOMER][NEUTRAL] And could you give me the pay to date on the cover premiums?
[AGENT][NEUTRAL] Uh, right now it's paid to 3225.
[CUSTOMER][POSITIVE] Perfect. OK, I'm gonna be sending in another premium for 9 weeks, so, uh, he has a claim, uh, dated 3-18 that he needs to get processed.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] All right. Thank you, [PII].
[AGENT][POSITIVE] All right, thank you for calling APL. Have a good weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.