AccountId: 011433970860
ContactId: cbc674fd-d7fe-4600-b6fd-004f0601c683
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185210 ms
Total Talk Time (AGENT): 73531 ms
Total Talk Time (CUSTOMER): 67954 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/cbc674fd-d7fe-4600-b6fd-004f0601c683_20250623T14:46_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Are you guys affiliated with the 90 Degrees benefit?
[AGENT][NEUTRAL] Um, 90 degree benefits does do some processing of certain policies we have, yeah. Did you need to check benefits for somebody or?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm trying to verify eligibility and benefits.
[AGENT][NEUTRAL] OK, do we have a policy certificate number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. What's that?
[CUSTOMER][NEUTRAL] Um, it's D as in dog, 45401524.
[AGENT][NEUTRAL] OK, I unfortunately can't pull them with that number. Do you have their name or social? I can check by that.
[CUSTOMER][NEUTRAL] I just have a name, uh [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], is that the last name?
[CUSTOMER][NEUTRAL] [PII] Yes, ma'am. It's the last name.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] ON
[AGENT][NEUTRAL] What is the uh date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Are we looking for medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] so.
[AGENT][NEUTRAL] OK, so the patient doesn't have a medical plan with us. They do have a dental plan with us.
[AGENT][NEUTRAL] Um, but I'm not showing any sort of medical benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No medical, then.
[CUSTOMER][NEUTRAL] OK. OK. I thought so, that's why it kept saying on the um the um system, it kept saying like dental and some other things and I was like, we need medical. You might not have medical. OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so he just has a dental plan under the 90 degree benefit.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's what I see, yeah, it's just a dental plan with us.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Do you have a reference number?
[AGENT][NEUTRAL] Oh yeah, absolutely. Call reference is my name with today's date. My name is [PII], that's [PII] and then my last initial is [PII] with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's it therapy.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Have a good day. Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] You too.