AccountId: 011433970860
ContactId: d135f26c-bea8-4f17-af3a-d82d59f6512a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182830 ms
Total Talk Time (AGENT): 72522 ms
Total Talk Time (CUSTOMER): 56131 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/d135f26c-bea8-4f17-af3a-d82d59f6512a_20250121T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Mor Medicare clinic. I'm trying to verify benefits for a patient.
[AGENT][NEUTRAL] OK. And you said this is a clinic?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] It is D as in Delta 47.
[CUSTOMER][NEUTRAL] 692128.
[AGENT][NEUTRAL] Do you have a, an ID card?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is there an outpatient policy er number on the card that begins with a 0? It's gonna be further down on the card if there is.
[CUSTOMER][NEUTRAL] Uh, outpatient number.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, what phone number did you dial?
[CUSTOMER][NEUTRAL] And uh [PII].
[AGENT][NEUTRAL] OK, that's to a different company called Web TPA is that name on the card?
[CUSTOMER][NEUTRAL] They got 90 degree benefits.
[AGENT][NEUTRAL] Oh, OK. I'm gonna get you transferred to that area. It's option 1, I'm sorry, it's option 3. You may have selected option 1.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Options
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] And give me that number again, [PII], and I can give the representative the number.
[CUSTOMER][NEUTRAL] OK, it's D 47692128.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator.
[CUSTOMER][NEUTRAL] 90 Degre Benefits. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey. Hi, [PII]. This is [PII]. How are you? I'm good.
[CUSTOMER][POSITIVE] Hi, I'm good. How are you?
[AGENT][NEUTRAL] Yeah, I'm good. I have [PII]. She's with the provider's office to verify eligibility and office visit benefits, and I have the D number.
[CUSTOMER][NEUTRAL] All right. Uh, do you have a good callback number for her?
[AGENT][NEUTRAL] I do. It's [PII], you know what, hold on. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right. And what's that ID number?
[AGENT][NEUTRAL] D as in David, 476-92128.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, they just have the Mc plan.
[AGENT][NEUTRAL] OK. Can you let her know that?
[CUSTOMER][POSITIVE] Yes, ma'am, absolutely.
[AGENT][POSITIVE] OK, here she comes. Thank you so much.
[CUSTOMER][POSITIVE] All right. You're welcome. Have a good day.
[AGENT][NEUTRAL] You too. Bye-bye.