AccountId: 011433970860
ContactId: efe17c6f-0454-4487-8ee0-683eeff53287
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278559 ms
Total Talk Time (AGENT): 98678 ms
Total Talk Time (CUSTOMER): 97085 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/efe17c6f-0454-4487-8ee0-683eeff53287_20250108T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was calling for questioning whether or not wisdom teeth extraction is covered under my company insurance.
[AGENT][NEUTRAL] OK, and to see if you could get your wisdom teeth removed, um.
[AGENT][NEUTRAL] Let's see, I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, and [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Alright, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, I do. I have a picture of it, um.
[CUSTOMER][NEUTRAL] Uh, let me get it real quick.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Like payer ID, wait.
[AGENT][NEUTRAL] Should say member ID or policy certificate number or something like that.
[CUSTOMER][NEUTRAL] Alright, yeah, employee ID is D45.
[CUSTOMER][NEUTRAL] 90
[CUSTOMER][NEUTRAL] 6532.
[AGENT][NEUTRAL] OK, so that's not gonna be one of our policy numbers, [PII], that is through, uh, they're called 90 Degrees. Um, I can try searching for your policy with us. uh, I can search using your social.
[CUSTOMER][POSITIVE] I got you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Wait, I'm sorry, can you repeat what you said? I was reading the card.
[AGENT][NEUTRAL] Oh, you're OK. So that policy number is actually through they're called 90 Degrees. That's not one that one of our policy numbers. If you can't find one of uh our policy numbers, I, uh, I can search for you using your social.
[CUSTOMER][NEUTRAL] that one of our policies.
[CUSTOMER][NEUTRAL] I got you. I mean.
[CUSTOMER][NEUTRAL] Look, I don't see any other numbers on here like that. Yeah, um, I can give you my social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, it's [PII].
[CUSTOMER][NEUTRAL] N
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] I'm sorry, [PII], what did you say your last name was?
[CUSTOMER][NEUTRAL] Madair, [PII]
[AGENT][NEUTRAL] OK, I wasn't able to find you with that social um let me try searching just using your name. Give me just a moment.
[AGENT][NEUTRAL] Uh, I don't have you on our system, [PII]. Um, let's do this since you have the card for 90 Degrees. I'll give you their information and I can transfer you to them. Give me just a moment.
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][POSITIVE] All right, sounds good.
[AGENT][NEUTRAL] OK, I'm gonna give you their phone number before I transfer you in case there's a disconnect um let me know when you're ready for that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, OK, look back I just make sure, uh, it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] alright.
[AGENT][NEUTRAL] Yes sir alright did you want me to go ahead and transfer you to them now?
[CUSTOMER][NEUTRAL] Yeah, if you can I would hope.
[AGENT][POSITIVE] OK, of course I'll go ahead and just put you on a brief hold while I get them on the line for you. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Alright you too thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[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 COBRA enrollment, please press All agents are currently assisting other callers. Please remain on the line.
[AGENT][NEUTRAL] Mm