AccountId: 011433970860
ContactId: c0ae6661-d95f-4877-9aaf-2f6841e0f68c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384309 ms
Total Talk Time (AGENT): 107507 ms
Total Talk Time (CUSTOMER): 170327 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/c0ae6661-d95f-4877-9aaf-2f6841e0f68c_20250311T19:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] And yes, I'm calling from a provider's office to check um the status of a professional client.
[AGENT][NEUTRAL] OK. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you [PII], and your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] And that policy number is.
[CUSTOMER][NEUTRAL] 043731442
[AGENT][NEUTRAL] OK, that is not one of our policy numbers. [PII]. Do you have another number please to reference?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] If you don't have another number I can look up the member by name um give me one moment.
[AGENT][NEUTRAL] What is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Are you calling for medical or dental? What type of policy?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Medical. OK. Um, what is Mr. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] I was able to find a dental policy for Mr. [PII]. Give me one second.
[AGENT][NEUTRAL] And I only showed that the member has a dental policy with APL. Were you calling APL or a different entity, different company?
[CUSTOMER][NEUTRAL] Um, the number, the number I have on file is for benefits in a card, and I dialed [PII] and I previously called was able to get claim status, so I'm not sure if maybe I was directed to the wrong department or something of that nature.
[AGENT][NEUTRAL] Yes, well, um, I can transfer your call back to my degree benefits to that number if you just hold for me, but that is the correct number that you provided me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, yes, that's fine.
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] I'm gonna put you on hold thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[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 plans or dental coverage, please press 2. For questions on the Vision plan, please press 3.
[CUSTOMER][NEUTRAL] If you are an employee and you have questions on your active enrollment, please press 4.
[CUSTOMER][NEUTRAL] To hear this message again, please press the star key. Thank you.
[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 plans or dental coverage, please press 2.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Thank you for calling APL. Your call may be monitored for quality assurance.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh no. OK.
[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 plans or dental coverage, please press 2. For questions on the Vision plan, please press 3.
[CUSTOMER][NEUTRAL] If you are an employee and you have questions on your active enrollment, please press [PII].
[CUSTOMER][NEUTRAL] To hear this message again, please press the.
[CUSTOMER][NEUTRAL] 90 Degree Benefits. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Good afternoon, [PII]. Hey, I have a provider on the line. She's calling to check claim status for a medical claim.
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] For a member.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have a callback number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, her name is [PII]. The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII], and do you know what provider she's with?
[AGENT][NEUTRAL] Uh, I did not. I'm sorry.
[CUSTOMER][POSITIVE] That's OK. That's all right. You can send her over.
[AGENT][NEUTRAL] OK, uh, she's calling for [PII], a medical claim. OK, here she comes. Thank you so much, Ms. [PII]. One moment.
[CUSTOMER][POSITIVE] [PII]. OK, you're welcome. Have a good day.
[AGENT][POSITIVE] OK, you too. Thank you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Good, OK, sorry about that. So sorry about that. I have [PII] on the line. She's going to assist you further, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you take care bye bye.