AccountId: 011433970860
ContactId: e12ff7a3-984e-41d2-8d6f-0724fe8f0edd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117010 ms
Total Talk Time (AGENT): 67430 ms
Total Talk Time (CUSTOMER): 33541 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/e12ff7a3-984e-41d2-8d6f-0724fe8f0edd_20250428T16:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Baptist Health Columbo, and I was just trying to get a mailing address for 90 degree.
[AGENT][NEUTRAL] OK, so you're needing a mailing address for 90 Degree benefits, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's OK. Yes, ma'am. Well, I could provide you their address. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And then is there, is there
[AGENT][NEUTRAL] OK. Well, is there anything else, [PII]?
[CUSTOMER][NEUTRAL] One more question, is there um the insurance ID is that gonna be the employee ID number?
[AGENT][NEUTRAL] [PII], to answer that question, I would have, I would have to look up, uh, do they also have a policy with APL? I'm with APL, not 90 degree benefits.
[CUSTOMER][NEUTRAL] On the card.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, that's who I thought I was getting. I'm sorry, um.
[AGENT][NEUTRAL] No, that's OK. Some of their members have dual coverage.
[AGENT][NEUTRAL] Um, if it's a D number that indicates 90 degree benefits, if they have a policy certificate, then that would be for APL.
[AGENT][NEUTRAL] Or policy certification, something to that.
[CUSTOMER][NEUTRAL] OK. I think it's just a 90 degree.
[AGENT][NEUTRAL] So if it's only a 90 degree number then it would be their member ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. Well, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL and I hope you have a great afternoon.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes ma'am, thank you. Bye bye.