AccountId: 011433970860
ContactId: d1191797-07fc-4657-a8b6-1fa61745cd9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200899 ms
Total Talk Time (AGENT): 77710 ms
Total Talk Time (CUSTOMER): 90934 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/d1191797-07fc-4657-a8b6-1fa61745cd9e_20250123T17:57_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], um, I'm sorry, you said this is APL?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And what does that stand for?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] American public life.
[CUSTOMER][NEUTRAL] So, um, I was calling to check benefits and eligibility for infusion services done in a specialty office, and we don't bill for the office visit just for the drug and administration and this patient is coming to us to be seen, but I'm this insurance I've never heard of, so I was just trying to get some information about it.
[AGENT][NEUTRAL] OK, alright, um, so can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. So I can help you with the benefits and the eligibility. Can you please give me the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and her policy number?
[CUSTOMER][NEUTRAL] That is D as in Delta 43510931.
[AGENT][NEUTRAL] OK, [PII], I'm gonna transfer you now on over to IMA I'm gonna give you that phone number just in case the call is disconnected during the transfer.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Now what, what is, is so many acronyms? I, I can't keep.
[AGENT][NEUTRAL] It is um
[CUSTOMER][NEUTRAL] So I am, I am a.
[AGENT][NEUTRAL] Yeah, it's 360 benefits. I'm sorry, 90 degree benefits.
[CUSTOMER][NEUTRAL] 90 degrees.
[CUSTOMER][NEUTRAL] Benefits.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It, oh, and you said the other.
[CUSTOMER][NEUTRAL] The other thing is American.
[AGENT][NEUTRAL] Public life.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Public life. Well, let me ask you this before you transfer me. Is this under a Blue Cross Blue Shield or, I mean, what is
[CUSTOMER][NEUTRAL] I'm trying to see what kind of insurance this is.
[AGENT][NEUTRAL] Right, that's why I need to transfer you now on over to 90 Degree Benefits so that they can look up that policy number that you gave me and give you benefit information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, the phone number is [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII] and then you would choose option 1.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much for calling [PII]. I know it's confusing, but you're gonna get some good answers here in just a sec, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] All right. You take care, [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree.