AccountId: 011433970860
ContactId: 09fe7fd8-5383-4a80-837b-7677a51b382f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401720 ms
Total Talk Time (AGENT): 149547 ms
Total Talk Time (CUSTOMER): 212901 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/09fe7fd8-5383-4a80-837b-7677a51b382f_20250225T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's I'm in the right place, but I'm very has actor is active at this time.
[AGENT][NEUTRAL] OK, so you're calling to see about eligibility. Is it for yourself or for a patient?
[CUSTOMER][NEUTRAL] It's for eligibility for a patient, yes.
[AGENT][NEUTRAL] OK, and what is your name again, please? I didn't catch it the first time.
[CUSTOMER][NEUTRAL] That's OK. It's [PII].
[CUSTOMER][NEUTRAL] My phone is acting a little funny right now. I don't know why this time of day my phone always seems to cut in and out, yeah.
[AGENT][NEUTRAL] Yeah, I hear that.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Miss [PII], what's your callback number just in case we are disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Ms. [PII], are you still there?
[CUSTOMER][NEUTRAL] Did I lose you?
[AGENT][NEUTRAL] You almost did. I'm still here.
[CUSTOMER][NEUTRAL] Yeah, I am. My phone's cutting in and out, so it, it, I'm still here. Uh, yeah, yeah. I, I'm still here, so don't hang up. Um, it'll, it'll come back up eventually. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what is Ms. [PII]'s policy number?
[CUSTOMER][NEUTRAL] Oh, actually that's the employer, that's, I'm sorry, that's the um the policy holder. Uh it's [PII] um
[CUSTOMER][NEUTRAL] And the date of birth [PII]. Policy number is D as in David 4864 consecutive zeros and the number 5.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you have the policy holder's social security number so I could pull in the policy um that is going to be uh IMA number?
[AGENT][NEUTRAL] That way I can check for APL.
[CUSTOMER][NEUTRAL] OK, let me look and see if I have come back here. Let me see what I have under, I don't know if I have the social. I have [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, let's see. [PII], uh, do I have?
[CUSTOMER][NEUTRAL] Uh, [PII] nope, I don't have anything. Let me look and see. Let me go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Nope, I do not. I do not have anything. All I have is a card.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And um the last name is spelled [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. All right. I think I found her and him.
[AGENT][NEUTRAL] And is this going to be a, um, let me look real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is um
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Is it going to be a, a health claim or benefit, or is it gonna be dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][POSITIVE] Medical, OK, good.
[CUSTOMER][NEUTRAL] Uh, medical for, yes, and I just need the policy effective dates, make sure I have the correct, uh, billing address, uh, for the claims.
[AGENT][NEUTRAL] OK. All right. Um, [PII] is active on the policy and his effective date is [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK. And that's current, correct?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is current.
[AGENT][NEUTRAL] And then um our claims address is APL Claims that's [PII].
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][POSITIVE] OK, I'm sorry.
[CUSTOMER][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] American plan is that American plan APL?
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] Public life, I'm sorry. I know, I knew it was something American something.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so [PII]. And is that the current policy D48600005?
[AGENT][NEUTRAL] Let me give you the policy number that we have for APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 254.
[AGENT][NEUTRAL] 8942.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, so this doesn't go through 90 degrees benefits. I wonder why this, this must be an old card.
[AGENT][NEUTRAL] Uh, we do work hand in hand with 90 degree benefits. It depends on how much the claim is, whether we, we process or 90 degree processes it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well this claim is gonna be like 5200.
[AGENT][NEUTRAL] OK, so then that would go through the 90 degree claim address.
[CUSTOMER][NEUTRAL] Oh, OK, so that will go to the, it says benefits in a card.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] But is now
[CUSTOMER][NEUTRAL] Do I use the, the uh other policy number, the policy number, or do I use this policy number, the 254?
[AGENT][NEUTRAL] Use the number.
[CUSTOMER][NEUTRAL] The D number. OK, perfect. OK, and then that's 221704. OK, perfect and that's not multiplan OK and that is 90 degree benefits and let's see and that goes through multiplan. OK, perfect. OK, and then [PII], I just need a reference number for the call and I am good to go.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, you can use my name and today.
[CUSTOMER][POSITIVE] Perfect thank you so much for your time today and your patience with me and my lovely phone here.
[AGENT][POSITIVE] You're welcome. You're welcome, Ms. [PII].
[CUSTOMER][POSITIVE] I I greatly appreciate it.
[AGENT][POSITIVE] It's not a problem at all. You take care.
[CUSTOMER][POSITIVE] All right. Well, you have a wonderful rest of your day.
[AGENT][POSITIVE] You too and thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] All right, bye-bye.