AccountId: 011433970860
ContactId: 291370d7-3964-49eb-a5c6-07729d40f45c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340160 ms
Total Talk Time (AGENT): 171966 ms
Total Talk Time (CUSTOMER): 98362 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/291370d7-3964-49eb-a5c6-07729d40f45c_20250416T19:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need to uh verify benefits on the patient.
[AGENT][NEUTRAL] OK. You're needing only benefit information or do you also need eligibility and benefits?
[CUSTOMER][NEUTRAL] Eligibility as well, yes ma'am.
[AGENT][NEUTRAL] Uh, yes, ma'am. I can help you with those things, and who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, this is [PII] from Ready Medical.
[AGENT][POSITIVE] OK, [PII], thank you and what is a good callback number for you please?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] It is D as in dog 47007182.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not an APL policy number, that would be a 90 degree benefit number.
[AGENT][NEUTRAL] There should be another number on the member's ID card for APL.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Some of these members have dual coverage with both companies. Some only have one or the other.
[CUSTOMER][POSITIVE] Alrighty, um.
[CUSTOMER][NEUTRAL] The only thing I have else is a payer ID um and that and a group number so maybe I will try to call another number and see if that works.
[AGENT][NEUTRAL] Well, now, what number did you call in on, [PII]?
[AGENT][NEUTRAL] Was it
[CUSTOMER][NEUTRAL] Um, I called in on the [PII].
[AGENT][NEUTRAL] OK, so that number is on the ID card?
[CUSTOMER][NEUTRAL] No ma'am, I was just given the ID card.
[AGENT][NEUTRAL] Uh, so I'm, I'm just trying to make sure before I transfer you somewhere else, where did you get that phone number from?
[CUSTOMER][NEUTRAL] Um, it was on, we use Athena, um, and it was on the contact information of the 90 degree benefits.
[AGENT][NEUTRAL] OK, so I can try and check [PII] before I connect you over to them to verify that the number doesn't have a policy with APL so that you don't have to be transferred back.
[CUSTOMER][POSITIVE] Of course, yes ma'am.
[AGENT][NEUTRAL] OK, so do you know if your patient is the subscriber on the policy?
[CUSTOMER][NEUTRAL] Yes, he is.
[AGENT][NEUTRAL] OK, and do you happen to have his full social?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I do. It is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. One moment while I see if we have a policy for him.
[AGENT][NEUTRAL] And there is, I'm just gonna repeat this back one more time. 252-517-389. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so we do not have a policy here at APL under that social. Now, the phone number for 90 Degree benefits is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Option one.
[AGENT][POSITIVE] And what is your patient's name? And I'm, I, I will be happy to transfer you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] And how does he spell [PII]?
[AGENT][NEUTRAL] [PII] or [PII]? OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, well, I'll connect you over with 90 degree benefits, but before I do this, is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, that'll be all thank you so much.
[AGENT][POSITIVE] Well, you're welcome and thank you for calling APL. I hope you have a nice evening.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you. So one moment, please.
[CUSTOMER][POSITIVE] Thank you for calling. If you would like to participate.
[CUSTOMER][NEUTRAL] 93 Benefits. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] I'm good.
[AGENT][NEUTRAL] Well, good. I have a provider. Oops, what were you gonna ask me?
[CUSTOMER][NEUTRAL] I'm sorry, can you say that, [PII]? I'm so sorry. Can you say that one more time?
[AGENT][NEUTRAL] I just said this is [PII] at APL.
[AGENT][NEUTRAL] And I have a provider on the line needing to check benefit information on the member and uh this number doesn't have a policy with us.
[CUSTOMER][NEUTRAL] OK, you can transfer them through.
[AGENT][NEUTRAL] So the general
[AGENT][NEUTRAL] OK, the lady's name is [PII].
[AGENT][NEUTRAL] She said that the patient's name is [PII] and [PII] is spelled [PII]
[AGENT][NEUTRAL] And the number she gave me was [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, are you ready for Miss [PII]?
[CUSTOMER][POSITIVE] I am, thank you so much.
[AGENT][POSITIVE] All right. Well, thank you, [PII]. Have a great afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye