AccountId: 011433970860
ContactId: 26ffc7c6-81e1-44fa-99cb-26da8511332a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258920 ms
Total Talk Time (AGENT): 74799 ms
Total Talk Time (CUSTOMER): 103467 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/26ffc7c6-81e1-44fa-99cb-26da8511332a_20250613T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling um to see if a patient, she is scheduled for an echocardiogram and I talked with um [PII] at 90 Degree Benefits and she said I would need to call you guys to find out if the patient has used her, um, I think it was 22 days of outpatient.
[CUSTOMER][NEUTRAL] Um, procedures that she's allowed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you
[AGENT][NEUTRAL] OK, and you said [PII], is that right?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] [PII], I'm so sorry. OK.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Mhm. [PII] and that's my direct line.
[AGENT][NEUTRAL] Alright, thank you. OK, and I can check those benefits for you. Do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Mhm. It is um D 43722079.
[AGENT][NEUTRAL] OK, um, that numbers with 90 degree benefits. Do you have any other policy number information or I can look it up by last name.
[CUSTOMER][NEUTRAL] Uh, let me look and see if she's got a card in here.
[CUSTOMER][NEUTRAL] Would it be on her card if I've got one? Oh yeah.
[AGENT][NEUTRAL] It should be, uh, it should be a certain number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] There's a group number.
[CUSTOMER][NEUTRAL] Let me go to the next.
[CUSTOMER][NEUTRAL] Um, there's the D number and the group number.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] That is all I have.
[AGENT][NEUTRAL] OK, I, I can look up by her last name or social.
[CUSTOMER][NEUTRAL] OK, uh, let's see if I got her social in here.
[CUSTOMER][NEUTRAL] Um, I got a demographics here.
[CUSTOMER][NEUTRAL] Yeah, I do. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Give me one moment.
[AGENT][NEUTRAL] And what was the patient's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK. Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, I'm not pulling up her name, um, with I didn't find it under that social, and then I'm looked under her name and I don't have it. Um, some of the policies we have, we do administer, um, in conjunction with 90 degree benefits, but sometimes the employees don't elect.
[AGENT][NEUTRAL] Our policies too, so.
[AGENT][NEUTRAL] Um, do you have the group number by chance?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I do. It's um 943 7.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's not one of our group numbers. Um, so it looks like she just has benefits with 90 degrees and whatever that limited policy is, but not with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, I will make a note of that and um I've already talked with them and got that information. Will there be a call reference number for us?
[AGENT][NEUTRAL] Uh, it's just my name, [PII], first initial to last name, [PII], and today's date. And anything else I can help with, [PII]?
[CUSTOMER][POSITIVE] No, that's all. I appreciate your help today. Have a good one.
[AGENT][POSITIVE] Thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Yeah.