AccountId: 011433970860
ContactId: c5f22f88-ea1f-419c-a570-a530df4d41da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185029 ms
Total Talk Time (AGENT): 70989 ms
Total Talk Time (CUSTOMER): 82365 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/c5f22f88-ea1f-419c-a570-a530df4d41da_20250117T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I am calling from Magnolia Regional Health Center and I just need to check on the status of a claim.
[AGENT][NEUTRAL] OK, yeah, I can check on the claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] For sure, yeah, it's [PII].
[AGENT][NEUTRAL] All right, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is D 476-818-50.
[AGENT][NEUTRAL] OK, so that's actually not one of our policy numbers, [PII], that's through, um, 90 Degrees. Do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I do, um, let's see, it is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Uh, what was the name for the insured?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I didn't get any results with that so um let me try searching just the name um.
[AGENT][NEUTRAL] Let's see, was the last name just uh [PII]?
[CUSTOMER][POSITIVE] That's correct, yes, ma'am.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK, so the number on this insurance card is the number that I dialed, but it does say it says 90 degree benefits on here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, OK, sometimes they do work with us, that's a multi-plan, um, but I'm not getting any results. I don't see [PII] in our system at all, so I will give you the phone number for 90 Degrees and then I can transfer you to them if you'd like.
[CUSTOMER][POSITIVE] OK, that would be great.
[AGENT][NEUTRAL] OK yeah let me know when you're ready for that number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Alright, did you want me to go ahead and transfer you now?
[CUSTOMER][NEUTRAL] If you don't mind that would be great.
[AGENT][POSITIVE] Of course, alright, just gonna put you on a brief hold while I get them on the line. Thank you and I hope you have a great weekend.
[CUSTOMER][POSITIVE] Awesome, thank you. You too, thanks.
[AGENT][POSITIVE] 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.