AccountId: 011433970860
ContactId: 275fa541-6e52-4017-bbd1-0092d1cea289
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382540 ms
Total Talk Time (AGENT): 107186 ms
Total Talk Time (CUSTOMER): 138039 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/275fa541-6e52-4017-bbd1-0092d1cea289_20250218T18:45_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes [PII], I might have been um sent to the wrong phone number. I'm trying to get a eligibility on one of your members and I tried the website and it didn't show anything for this patient, um, but I wanted to just verify before I told the patient that the coverage wasn't active.
[AGENT][NEUTRAL] OK, so you're needing to try and verify eligibility for a possible member with APL is that correct?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh, yes, I believe so.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that, and who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and I work at a hospital here in [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, [PII], thank you and what is your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have the member's policy number, [PII]?
[CUSTOMER][NEUTRAL] It starts with a D as in dog. Hold on just one second, sorry.
[CUSTOMER][NEUTRAL] Um, 476-923-23.
[AGENT][NEUTRAL] OK, now [PII], that is not an APL policy number, that is a 90 degree benefit number. Some of these members also have policies with APL. Um, if there's not another number on their ID card, do you happen to have the subscriber's social and I can check to see if they indeed have a policy with us as well before I connect you over to 90 degreee benefits. OK. All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Yeah, that would be great, yeah.
[CUSTOMER][NEUTRAL] Um, so her social is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So one moment, please.
[AGENT][NEUTRAL] OK, and I'm just gonna repeat this back. [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so I do not have anyone in my and she is the subscriber, she's the primary policy holder.
[CUSTOMER][NEUTRAL] Uh, yes, on the card it says employee only medical coverage, yes ma'am.
[AGENT][NEUTRAL] OK, so she does I'm not locating anything for a member with that social in our system now [PII], I don't know, did you call um the phone number that she dialed in on was that [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so you just I'm gonna connect you back but it's option one when you call that number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Option one OK, thank you.
[AGENT][NEUTRAL] Yes ma'am, but I, but I will try and connect you but in case we get disconnected rather during the transfer, yes, same phone number, just option one.
[CUSTOMER][POSITIVE] Thank you so much I really appreciate that.
[AGENT][POSITIVE] You, you're certainly welcome. Is there anything else that I can help you with first before I transfer you?
[CUSTOMER][POSITIVE] No, no, ma'am, that's all. Thank you.
[AGENT][POSITIVE] Oh, well, you're welcome and thank you again for calling APL. I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Thank you for calling [PII]. All agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.
[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 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 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 than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][POSITIVE] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly.