AccountId: 011433970860
ContactId: 0d220696-0a52-448b-be74-1f928b0198d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247919 ms
Total Talk Time (AGENT): 108116 ms
Total Talk Time (CUSTOMER): 107735 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/0d220696-0a52-448b-be74-1f928b0198d8_20250501T16:23_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Baptist Health, and I'm just trying to see if y'all have received a claim for a patient and if the patient was active for the data service.
[AGENT][NEUTRAL] OK, and take a look at that age. Could I get a callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Um, D as in Delta 445504513.
[AGENT][NEUTRAL] OK, that is not one of our policies, um.
[CUSTOMER][NEGATIVE] I can't figure out what one he was under. All I know is on his card it said 90 degrees and this is the phone number linked.
[CUSTOMER][NEGATIVE] And I tried to look in 90 degree and he is not pulling up.
[AGENT][NEUTRAL] OK, does it show a certificate number on his uh
[CUSTOMER][NEUTRAL] Mm, let me see. It's a very hard image to look at. Sorry, let me try to.
[CUSTOMER][NEUTRAL] Um, it says that it says Workforce allegiance.
[CUSTOMER][NEUTRAL] Um, so it's a multi-plan.
[AGENT][NEUTRAL] I can try to pull him by.
[AGENT][NEUTRAL] His name. What is the last name?
[CUSTOMER][NEUTRAL] Uh [PII], [PII] and the first name is [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, it says to mail. Yeah, yeah, it says to mail the cards to benefit in a card. I've never heard of that before either.
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] This is a, this is, I know, I mean, I know I called 90 degree this morning, but I'm just I'm kind of confused on where he's at.
[AGENT][NEUTRAL] OK, cause
[AGENT][NEUTRAL] Uh, let's see, do you have all these accounts are canceled, but I don't, do you have a social for him? His that name is kind of common.
[CUSTOMER][NEUTRAL] I do because I.
[AGENT][NEUTRAL] OK, what is the social?
[CUSTOMER][NEUTRAL] Yeah, I did get a social.
[CUSTOMER][NEUTRAL] Um, let's see, [PII].
[AGENT][NEUTRAL] OK, I see it here.
[AGENT][NEUTRAL] And this is for a medical claim?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let's see, so I show he only had.
[AGENT][NEUTRAL] And it's no longer active, but at the time, he only had a dental policy with us. I don't show medical benefits.
[AGENT][NEUTRAL] Um, let me see if I can find some information.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So, have you called benefits in a car? Because that is also what I'm showing.
[AGENT][NEUTRAL] And did I not
[CUSTOMER][NEUTRAL] What are you, oh no, it didn't have a, did not have a phone number for that. I just had the phone number for this. So you're stating that the reps, uh, that the patient only has dental benefits?
[AGENT][NEUTRAL] OK, let me see if I have employees is in.
[AGENT][NEUTRAL] With, with American public life. So the type of policy this is, they have different administrators, uh, carry different benefits for him. Uh, so it looks like if he has any medical benefits, it would be through IMA.
[CUSTOMER][NEUTRAL] Why would they give us?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do have a number for them and I can also transfer you.
[AGENT][NEUTRAL] Uh, but with us, he only had a dental policy.
[CUSTOMER][NEUTRAL] OK, um, do you have that number and do you mind transferring me over there?
[AGENT][POSITIVE] No problem. The direct number is [PII].
[AGENT][NEUTRAL] 833.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I can get you transferred. Is there anything else you need from me before transferring?
[CUSTOMER][POSITIVE] Um, no, that, no, that's just fine. Thank you so much.
[AGENT][NEUTRAL] You're welcome. Hold one moment.