AccountId: 011433970860
ContactId: 38bea16d-5c91-4dbf-a2be-a7534bea2522
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329890 ms
Total Talk Time (AGENT): 89982 ms
Total Talk Time (CUSTOMER): 116804 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/38bea16d-5c91-4dbf-a2be-a7534bea2522_20250509T15:05_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I need to verify patient eligibility please.
[AGENT][NEUTRAL] Sure, I can assist you with eligibility. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Spartanburg Regional Medical Center.
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Miss [PII], and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It's D43732431.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], that's not our policy number. Do you see a policy certificate? It's gonna start with a 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] Alright, let me look at the card. Hold on just a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, it's uh what is it called or certificate number?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] It's gonna start with this 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] OK, I just have a group number.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, I have the card. It's um.
[CUSTOMER][NEUTRAL] Uh, multi-plan.
[CUSTOMER][NEUTRAL] And it says to.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Call 90 degree benefits for for information.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] For medical benefits, could you look the patient up by his name and ID?
[AGENT][NEUTRAL] I can try the
[CUSTOMER][NEUTRAL] His name and his date of birth?
[AGENT][NEUTRAL] Go ahead with the name, remember the spelling of the last name and the first name.
[CUSTOMER][NEUTRAL] OK, the last name is [PII], [PII]
[AGENT][NEUTRAL] OK. The spelling of the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] What is his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. OK, so it looks like um Mr. [PII] has only the dental benefit with us. Um, if it's medical related, it's gonna go to 90 degrees. The number you dial is the correct number, but you dialed the wrong option. So I can go ahead and send you to that option. It's gonna be option number 1, OK? And I can go ahead and transfer you over to that option.
[AGENT][NEUTRAL] Um, is there anything else, mhm, go ahead.
[CUSTOMER][NEUTRAL] So he only has dental coverage, is that what you're saying?
[AGENT][NEUTRAL] With us, with us, with APL. This is not 90 degrees. This is APL.
[CUSTOMER][POSITIVE] I'm sorry
[CUSTOMER][NEUTRAL] OK, um, OK, go ahead, transfer me please.
[AGENT][NEUTRAL] OK. All right. Let me go ahead and transfer you to 90 Degrees. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] OK, well, thank you for calling APL. Have a good day, Miss [PII]. One moment while I transfer you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling. If you would like to participate in a quick survey after the call to rate your service with us, please press 1. Press 2 if no.
[CUSTOMER][NEUTRAL] We're sorry, but all agents are currently unable to take your call. Please leave a detailed message after the beep and we will get back to you as soon as possible.
[CUSTOMER][POSITIVE] Thank you for your understanding and patience.
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Spartanburg Regional Medical Center. I'm calling to verify coverage on [PII]. You can reach me at [PII]. Again, this is [PII] with Spartanburg Regional Patient Financial Services [PII]. Patient name [PII] Thank you.