AccountId: 011433970860
ContactId: 240f3535-4217-45b7-a5b0-4c78fa23a839
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205380 ms
Total Talk Time (AGENT): 96524 ms
Total Talk Time (CUSTOMER): 84321 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/240f3535-4217-45b7-a5b0-4c78fa23a839_20250107T14:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII] calling from Saint Catherine Hospital in [PII] to uh verify emergency room visits for one of your members.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, it would be my pleasure, and I do apologize, I missed your name. Do you mind repeating your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] [PII], thank you. And what is a good callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] D as in David 476-869-02
[CUSTOMER][NEUTRAL] It's not really, uh, there's no really.
[CUSTOMER][NEUTRAL] ID number it's her employee ID.
[AGENT][NEUTRAL] Yeah, did, did, did she give you an APL ID card?
[CUSTOMER][POSITIVE] She gave us it's like a multi plan and it has.
[AGENT][NEUTRAL] Or is that a 90 degrees?
[AGENT][NEUTRAL] OK, that's not our card.
[CUSTOMER][NEUTRAL] 90 degree, yeah, and they gave me this, they just gave me this number to call. Oh my god.
[AGENT][NEUTRAL] OK, not a problem. Let's do a name search. What's the last name of the patient?
[CUSTOMER][NEUTRAL] It's [PII] it's [PII]
[AGENT][NEUTRAL] And first name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Bear with me just one second, let me see if I can locate her policy.
[AGENT][NEUTRAL] And what is her date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you happen to have her social?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I just talked to somebody who did all this and she gave me this number it's [PII].
[AGENT][NEUTRAL] Let me see if I can pull it up by that.
[AGENT][NEUTRAL] I do not show an [PII] in our system by social nor by name.
[AGENT][NEUTRAL] So it, is she the policy holder?
[CUSTOMER][NEUTRAL] So the.
[CUSTOMER][NEUTRAL] Yes, she works for MSI. So does this mean I'm not.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Her 90 degree benefits, does this mean that the Ela plan?
[AGENT][POSITIVE] It is, yeah, it's a minimal essential mec plan, that's right.
[CUSTOMER][NEUTRAL] So there's no hospitalization coverage.
[AGENT][NEUTRAL] I don't see any medical coverage through APL.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Now the um 90 degree was for preventive and and wellness benefits.
[CUSTOMER][NEUTRAL] OK, can I have a call?
[CUSTOMER][NEUTRAL] It says preventive services only.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I don't see that she has medical coverage through APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. Is there a call reference number?
[AGENT][POSITIVE] You can use my name in today's date, and I spell my name [PII], it was a pleasure to assist you with that or try to assist you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] You did great. You did, you did great, Ms. [PII]. I hope you have a great day.
[AGENT][POSITIVE] I hope you do too, and thank you for calling APL. You take care.
[CUSTOMER][NEUTRAL] Bye bye.