AccountId: 011433970860
ContactId: 1c071a99-d37a-4c7d-bab0-f6939b02a654
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 572619 ms
Total Talk Time (AGENT): 171095 ms
Total Talk Time (CUSTOMER): 180500 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/1c071a99-d37a-4c7d-bab0-f6939b02a654_20250508T20:14_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] So, my name is [PII] and I am with WakeMed My Care 365 and I need to get eligibility for a patient. Can you help me?
[AGENT][NEUTRAL] Sure, yes, I can assist you with eligibility, Ms. [PII]. I'm sorry, can you repeat the name of the facility one more time?
[CUSTOMER][NEUTRAL] WakeMed my Care 365.
[CUSTOMER][NEUTRAL] We bill as primary care.
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Certainly it's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, what was that again?
[AGENT][NEUTRAL] The patient's policy number.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][POSITIVE] I am so sorry I have an employee ID number and a group number if that will help you.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Um, let me try the ID.
[CUSTOMER][NEUTRAL] I don't have a policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, it's D as in dog 4351098 or a B might be a B 4.
[AGENT][NEUTRAL] OK. All right. Um, OK, Miss [PII].
[CUSTOMER][NEUTRAL] Let me see if I can increase that a little bit. It is a B. No, it looks like it could be an 8 as well.
[AGENT][NEUTRAL] It's OK. It's OK. We cannot use that number. That's for IMA but it's OK. Um, let me go ahead and get the name, the spelling of the last name and first name so I can do a name search and see if I can find him or find him like that.
[CUSTOMER][NEUTRAL] Certainly the name is [PII], uh, [PII] [PII] is the first name.
[CUSTOMER][NEUTRAL] Um, last name is spelled, it's [PII]
[CUSTOMER][NEUTRAL] And [PII] is [PII]
[AGENT][NEUTRAL] OK, may I have her date of birth?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][POSITIVE] Perfect. Thank you. OK, I found her. And you said you need eligibility today, correct?
[CUSTOMER][NEUTRAL] Yes, for uh medical coverage for primary care services.
[AGENT][NEUTRAL] No, OK.
[AGENT][NEUTRAL] All right. OK. So I did find a policy. The effective date on this policy is [PII].
[AGENT][NEUTRAL] And it is active at the moment?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] This is a limited hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so does it cover primary care?
[AGENT][NEUTRAL] And I
[AGENT][NEUTRAL] Yes, um, let me go ahead and give you benefits, and this is not a guarantee of payment, just a verification of coverage, and that's just a disclaimer. And again, this is a limited policy, um, for this one, let's see, well, it doesn't might not cover office. Um, let's see, let me pull the details doesn't look like this one covers office.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] It's gonna be one more minute. I'm waiting on the paperwork.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And it's just gonna be preventative or it's gonna be just general?
[CUSTOMER][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] Let's see what they're coming in here for, uh, annual physical.
[AGENT][NEUTRAL] Physical, so more than likely it's gonna be dry in May. Let me double check.
[AGENT][NEUTRAL] I'm so sorry. I'm still waiting on the paperwork. One moment.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] OK, so this one does not cover office. so this one is just for um hospitals.
[AGENT][NEUTRAL] Um, so, basically, um, they do have that the number you provided to me in the beginning, the D43510984. That one is gonna be for IMA. IMA handles preventative, which handles uh any physical that they have as well. Um, so what I can do is give you their number and transfer you over to IMA so you can get benefits with them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so it's not with the um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what plan multi plan was it Cigna?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I am what is their number?
[AGENT][NEUTRAL] OK. The number 2 IMA, which is 90 degrees, is 1800.
[AGENT][NEUTRAL] 100
[AGENT][NEUTRAL] 833
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 4296 option 1.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, that was the number that I called, um, but I hit I think option 2.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. Yeah, I can put you back to option one.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] You're welcome and thank you. You're welcome. Have a good day and thank you for calling APL. One moment while I transfer you, OK? You're welcome.
[CUSTOMER][POSITIVE] Appreciate your help.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. 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][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.
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[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 than expected wait time.
[CUSTOMER][POSITIVE] Your call is important to us. If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly. Press 1 to leave a voicemail. We apologize for the longer than expected wait time.
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