AccountId: 011433970860
ContactId: 072f4f1c-77e8-4db4-abef-8cf7c1277ed0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285670 ms
Total Talk Time (AGENT): 121311 ms
Total Talk Time (CUSTOMER): 111364 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/072f4f1c-77e8-4db4-abef-8cf7c1277ed0_20250424T19:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], hi. Um, I'm not sure if I'm in the right place or not. I'm calling from UNC Health Lenore, and I'm wanting to find out about a medical claim for one of your members.
[AGENT][NEUTRAL] OK, so you're needing to check claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes. Uh-huh.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And who am I speaking?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Thank you, and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Direct line is [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] I have well let's see if this is it. I, I do have this card so there's maybe other other numbers, but D 425104.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oops, I'm so sorry.
[CUSTOMER][NEUTRAL] 0454
[AGENT][NEUTRAL] OK, no, ma'am, that's not the one that I need. There should be a policy certificate or a certification number, not a member ID number.
[AGENT][NEUTRAL] Not for APL.
[CUSTOMER][NEUTRAL] Um hm.
[AGENT][NEUTRAL] The D number indicates that that is a 90 degree benefit policy.
[AGENT][NEUTRAL] But there would be another number for an APO policy.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] Well, I'm trying to get with somebody at 90 Degree benefits.
[AGENT][NEUTRAL] Oh, OK, so you are trying to reach 90 degree benefits?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] OK, so did you call [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so it's option one, depending on which option you select as to where it will take you and some of the members with those policies have dual coverage with APL, but I will be happy to connect you, but should we get disconnected, just call that same number back and select option one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Option one. Perfect. Thank you. I'm gonna put that in the notes here.
[AGENT][POSITIVE] Yes, ma'am. OK. All right. Well, you're welcome. So can I help?
[AGENT][NEUTRAL] you with anything else today, [PII], before I connect you over?
[CUSTOMER][POSITIVE] No, that is it. I appreciate your help on we do.
[AGENT][POSITIVE] Oh, you're welcome. Yes, ma'am. You're very welcome. So thank you again for calling APL. I hope you have a very nice evening.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] And if you'll give me just a moment, I'll transfer you.
[CUSTOMER][NEUTRAL] Thank you for calling 90. If you would like to participate in a quick survey after the call to rate your service with us, please.
[AGENT][NEUTRAL] 01 moment. Let me try that again, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for calling 90. If you would like to participate in a quick survey after the call to rate your service with us, please press 1. Press 2 if no.
[CUSTOMER][NEUTRAL] Not need great benefits. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] with APL. How are you today?
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] And you said you're with APL?
[AGENT][POSITIVE] Good. Well, I have a provider's um office line.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] How are you doing, [PII]?
[AGENT][POSITIVE] I have a pro I'm good. How are you today?
[CUSTOMER][POSITIVE] Uh, good. Yes, ma'am.
[AGENT][NEUTRAL] Good. So, I have a provider on the line. Her name is [PII] and she was actually trying to reach 90-degree benefits. She just selected the wrong option on the menu.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, I'm, you know, I'm just now getting used to, you know, you calling me, yes, yes, ma'am.
[AGENT][NEUTRAL] Are you ready to speak to her?
[AGENT][NEUTRAL] Ah
[AGENT][POSITIVE] Oh, OK. Well, it's nice to meet you, [PII]. So, um, I hope you have a nice evening.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] You too thanks. You can send her over. Let me get home.
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] OK.