AccountId: 011433970860
ContactId: 18a9062d-cd84-44c2-a0e0-71d588dd18b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344140 ms
Total Talk Time (AGENT): 123157 ms
Total Talk Time (CUSTOMER): 79229 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/18a9062d-cd84-44c2-a0e0-71d588dd18b0_20250505T20:47_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm trying to see if a claim is on file or even if this patient has coverage.
[AGENT][NEUTRAL] OK, so you're needing to see if we've received a claim for this member and also verify eligibility?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] D as in David 42030221
[AGENT][NEUTRAL] OK, thank you, but [PII], that is a 90 degree benefit number, not an APL policy number. Does the member also have coverage with APL?
[CUSTOMER][NEUTRAL] No, I was trying to do a process of elimination because they didn't put any of that.
[CUSTOMER][POSITIVE] As a reference on the face sheet, of course. OK, well thank you so much.
[AGENT][NEUTRAL] OK. Now, I can see some of these members who have ninety-degree policies, can you do have dual coverage. So,
[AGENT][NEUTRAL] I can search, um, I can transfer you to 90 Degree benefits, but if you would like, I can see if the member also has a policy or had a policy with us.
[AGENT][NEUTRAL] If you would like, instead of me transferring you and then them saying oh no that's APL call them back. Um, so do you happen to have the full social for the member?
[CUSTOMER][POSITIVE] Oh OK, that sounds good thank you.
[AGENT][NEUTRAL] If not, I can try by the name.
[CUSTOMER][NEUTRAL] Uh let me see.
[AGENT][NEUTRAL] But I can't search by date of birth. So if it's a real common name that could take us, I mean that could kind of be a needle in a haystack, but.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that's OK, yes, they do so the social is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If I could put my fingers on the right keys, that would be helpful.
[AGENT][NEUTRAL] OK, so I'm just gonna repeat this back [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, we do not have a subscriber in our system with that social.
[CUSTOMER][NEUTRAL] So that would go for both sides.
[AGENT][NEUTRAL] Well, no, that would just be for APL now because.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The the number that you gave me indicates that's a 90 degree plan. So I can connect you with them now. The phone number that you, should something happen during our transfer, the the number you would call to reach them is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and it's option one.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][NEUTRAL] All right. Well, would, is there anything else that I can help you with, [PII] before I try and connect you with them?
[CUSTOMER][POSITIVE] Uh, no, that's it, thank you.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you for calling APL. I hope you have a nice evening.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] No, thank you. One moment.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. If you would like to participate in a quick survey.
[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 1 to leave a voicemail.
[CUSTOMER][POSITIVE] We apologize for the longer