AccountId: 011433970860
ContactId: 2edc6eea-e1d9-4d6f-8956-4717aa0c3b65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285200 ms
Total Talk Time (AGENT): 103282 ms
Total Talk Time (CUSTOMER): 96997 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/2edc6eea-e1d9-4d6f-8956-4717aa0c3b65_20250130T16:33_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was just calling to verify eligibility.
[AGENT][POSITIVE] It would be my pleasure to assist you with eligibility. May I ask your name?
[CUSTOMER][NEUTRAL] [PII] last initial [PII]
[AGENT][POSITIVE] Thank you, [PII], and a good callback number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What is the policy number for the patient?
[CUSTOMER][NEUTRAL] D as in David 43510704
[AGENT][NEUTRAL] Our policies are all numerical. Do you happen to have another policy number for the patient?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] Oh goodness gracious.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um, it says TRC and it has a D as in David, 43510704.
[AGENT][NEUTRAL] Is that a 90 degree benefit card?
[CUSTOMER][NEGATIVE] I don't know. It's a terrible copy of the card.
[AGENT][NEUTRAL] OK, let's
[AGENT][NEUTRAL] Let's do a name search.
[CUSTOMER][POSITIVE] I'm doing good to read that.
[AGENT][NEUTRAL] Well, we'll do a name search. What's the last name of the patient?
[CUSTOMER][NEUTRAL] Uh [PII] [PII] is the first name.
[AGENT][NEUTRAL] That's [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] or [PII]?
[CUSTOMER][NEUTRAL] Oh, I'm sorry. [PII].
[AGENT][POSITIVE] Got you, thank you. Let's see.
[AGENT][NEUTRAL] And are you calling for medical benefits eligibility? OK.
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] And what is [PII]
[AGENT][NEUTRAL] Oh, hang on just a second. I thought I found him. Hang on.
[CUSTOMER][NEUTRAL] 92097.
[AGENT][NEUTRAL] I'm checking, bear with me.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 9:20.
[AGENT][NEUTRAL] 97
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And let me check and see if he has a medical policy with us.
[AGENT][NEUTRAL] Now with APL, he does not have medical coverage. He has dental and accident, but no medical.
[AGENT][NEUTRAL] Now
[CUSTOMER][NEGATIVE] Wow, you know, this is a sad story because I have a family member this happened to. People are being sold insurances and then they don't have insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so his, um, have you spoken with 90 Degree Benefits or let me ask you, did you call the [PII] number?
[CUSTOMER][POSITIVE] Oh goodness, here's what I called hang on.
[CUSTOMER][NEUTRAL] Oh, let's see.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And you chose option 2 for medical, which sent you straight to us. What I can do is I can transfer you back to the 90-degree benefits. They can give you the benefits they have for the patient.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that would be that policy number you gave me that started with the letter D.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, and I'll be happy to get you back to them.
[CUSTOMER][POSITIVE] That would be great. Thank you.
[AGENT][POSITIVE] It'd be my pleasure, [PII]. Thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm bye bye. One moment.
[CUSTOMER][NEUTRAL] No, back to you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Wellness MVP plans or COBR enrollment, please press 1.
[CUSTOMER][NEUTRAL] For questions on the APL hospital indemnity plans or dental.
[CUSTOMER][NEUTRAL] 90 degree Benefits. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just need to verify eligibility please.
[CUSTOMER][NEUTRAL] Yes ma'am, can I get your name?
[CUSTOMER][NEUTRAL] [PII], last initial [PII]
[CUSTOMER][NEUTRAL] Thank you and what provider facility are you calling for? Moneyside Medical Center.