AccountId: 011433970860
ContactId: 0d04af74-9d1e-4cee-ae1d-a97e457b690b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 969270 ms
Total Talk Time (AGENT): 179387 ms
Total Talk Time (CUSTOMER): 291422 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/0d04af74-9d1e-4cee-ae1d-a97e457b690b_20250310T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was um calling from a doctor's office to verify um patient benefits for um office visit.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't really know. It's I see a
[CUSTOMER][NEUTRAL] MAU workforce solution on a 90 degree benefit card and there's an employee ID.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] What's that number?
[CUSTOMER][NEUTRAL] It's um D as in David 43732839.
[AGENT][NEUTRAL] OK, thank you. That's not it. Spell the patient's first and last name and I can look it, look it up by the name.
[CUSTOMER][NEUTRAL] Um last name is [PII]
[CUSTOMER][NEUTRAL] First name is [PII] [PII].
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, it goes through a call center, um, but it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm still looking.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What state does [PII] reside?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] In what city?
[CUSTOMER][NEUTRAL] Um, mailing address we have on file is [PII].
[AGENT][NEUTRAL] Spell the city?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] As in [PII] and then [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Because I was a little confused and the front of the car it said preventive services only.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which I wanted to be sure that it was not, you know, where it only covers physicals like if it covered sick visits also.
[AGENT][NEUTRAL] Mhm. I'm checking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I think under the D number that's what 90 degrees I believe they have that wellness benefit under that D number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Our policy would be medical if she has one with us. Let's see.
[CUSTOMER][NEUTRAL] I guess
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said her date of birth is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What uh phone number did you dial?
[CUSTOMER][NEUTRAL] Um, the number on the back of the card, uh, wait, hold on, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII] it says for medical benefit verification customer service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I think she, I think she has the.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The wellness benefit that 8334296 numbers with 90 degrees um what we can do is get you transferred over and I can verify, would this be for just a standard like an office visit for medical?
[CUSTOMER][NEUTRAL] Yeah, it's uh one of her 3 month routine checkups.
[AGENT][NEUTRAL] OK, let me dial over to 90 degree. I'm thinking they may have just the, the wellness visit, the wellness uh benefit. Hold, hold tight just a second, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members.
[CUSTOMER][NEUTRAL] 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 COBR enrollment, please press All agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent.
[AGENT][NEUTRAL] Right
[CUSTOMER][POSITIVE] We appreciate your call.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remain on the line, and we will be with you shortly.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][NEUTRAL] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly. Press.
[AGENT][NEUTRAL] OK, thank you for holding. The lines are busy, so they prompted me to leave a message, but I didn't do that. I wanted to let you know, um, so their lines are busy. Um, the phone number that you dialed is the correct number, but it's option 1 instead of 2.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, um, I, so I, I didn't know which option to push because none of them sounded like what I needed, so, um, I guess I'll just call back again and then you said push option two?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I know, I figured.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Option one
[CUSTOMER][NEUTRAL] Option one, but you said it's making you leave a message.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] Yeah, their lines are busy. It said their lines are busy and then it gave me an option to leave a message for a call back and I didn't wanna just drop you in that queue without letting you know what was going on.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK and so uh.
[AGENT][NEUTRAL] So do you want me to call back over?
[CUSTOMER][NEUTRAL] Yeah, can you try again because she's here now. Her appointments are [PII].
[AGENT][NEUTRAL] Yeah, sure. Yeah.
[AGENT][NEUTRAL] OK, if I get that message, do you want me to let you send you to, to the voicemail to leave a message or what?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I wish I could just get a fax, but um just uh I guess.
[CUSTOMER][NEUTRAL] No, if it does that again I'll just call back and leave a message.
[AGENT][NEUTRAL] OK, hold on one second.
[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.
[AGENT][NEUTRAL] Alright.
[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 1.
[AGENT][NEGATIVE] [PII], their lines are still busy and actually it sounded like somebody picked up and disconnected, so I didn't get a voicemail that time.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Gosh.
[AGENT][NEUTRAL] Let me try one more time, OK?
[CUSTOMER][NEUTRAL] OK.
[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 1. For questions on the APL hospital, all agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remain on the line, and we will be with you shortly.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[AGENT][NEUTRAL] Yeah, I'm getting the voice message again, uh, [PII]. I'm sorry. I was hoping that they would pick up.
[CUSTOMER][NEGATIVE] Oh jeez, OK.
[CUSTOMER][NEUTRAL] Um, so, and, and, and tell me what it is that you were saying again if you she has.
[AGENT][NEUTRAL] So the D number that you, that's on the card, that's unique to 90 degrees and I believe she may have a wellness or preventative benefit under that policy. I don't know if she has medical or not. You'll need to verify uh the APL policy. Usually they'll have an APL policy as well, but she doesn't. That's for medical services, but this, this patient does not with APL.
[CUSTOMER][NEUTRAL] Preventative
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] But I am, but, yeah, 90 degrees, they may have some type of a medical benefit, but I'm not sure.
[CUSTOMER][NEUTRAL] So I just need to keep trying them.
[CUSTOMER][NEUTRAL] Alright, I'll, um, I'll just keep trying. I need to because she's here for her appointment now.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um, yeah, she's here now, um.
[CUSTOMER][NEGATIVE] I wish they didn't have.
[CUSTOMER][NEUTRAL] A busy signal. Do they only have one person working or something?
[AGENT][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, [PII], um, I'll just hang up and keep trying and you said to put what was the option that I needed to push again?
[AGENT][NEUTRAL] Option one.
[CUSTOMER][NEUTRAL] Option one
[CUSTOMER][NEUTRAL] And it's the um 884-699-3 or the 833-4296.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 146 OK.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] OK. Anything else I can help out with today?
[CUSTOMER][POSITIVE] No, that's it thank you bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.