AccountId: 011433970860
ContactId: 3d4342f7-c1a5-495e-bf5a-0c9f88487be6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487769 ms
Total Talk Time (AGENT): 137192 ms
Total Talk Time (CUSTOMER): 136093 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/3d4342f7-c1a5-495e-bf5a-0c9f88487be6_20250423T15:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. Excuse me. I want to check um eligibility for a patient, please.
[AGENT][NEUTRAL] Yeah, of course. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 01575406.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, perfect. And the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] I think I might have the wrong policy number. Is it 157?
[AGENT][NEUTRAL] 5406.
[CUSTOMER][NEUTRAL] That's what I have.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, let me look at something else just in case they transpose numbers.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] 101575406 is that the same number?
[AGENT][NEUTRAL] Mhm, that's the same number.
[AGENT][NEUTRAL] Uh,
[AGENT][NEGATIVE] So the first and last name and the date of birth you gave me don't, does not match this policy.
[AGENT][NEUTRAL] Um, let's try to look them up by their first and last name actually. OK, can you repeat that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] is a really popular last name, so we'll see. Oh.
[CUSTOMER][NEUTRAL] I'm sure.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I can do. I also have his address or phone number is that?
[CUSTOMER][NEUTRAL] Will help
[AGENT][NEUTRAL] Um, if you had a social, that would help. I could type that in.
[CUSTOMER][NEUTRAL] Mm, I don't think so, but let's check. No, I don't have that.
[AGENT][NEUTRAL] OK. Do you have his middle initial?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let's see if I can find that I got here.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. What state does he reside in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See, yeah, there's like a ton of [PII], uh, just a second.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] Come on. Yes. Oh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I'm not seeing a [PII] in [PII].
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] One.
[AGENT][NEUTRAL] OK, sometimes we get calls uh where.
[AGENT][NEUTRAL] Um, it's actually for IMA 90 degree benefits. So let me give you their number, um, and then give them that policy number that you gave me.
[CUSTOMER][NEUTRAL] OK, you said IMA?
[AGENT][NEUTRAL] Yes, it's 90 degree benefits.
[AGENT][NEUTRAL] Um, I can transfer you over to them too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I'm ready when you are for the number.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] option 1.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me put you on a brief hold and then call them and I'll join the calls, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, yeah, you're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. Please select from the following options to ensure you are directed to the appropriate party to answer your questions. For questions on IMA Mec wellness, MVP plans, or COBR enrollment, please press 1. For questions on the APL hospital indemnity plans or dental coverage, please press 2.
[CUSTOMER][NEUTRAL] For questions on the vision, 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] 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.
[AGENT][NEUTRAL] OK [PII], I'm on the line, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I just wanna make sure that they answer.
[CUSTOMER][NEUTRAL] Thank you for calling Injury Benefits. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, this is
[CUSTOMER][NEUTRAL] Hi this is.
[AGENT][NEUTRAL] This is [PII] with APL. I have a provider on the line and she is checking eligibility for um an insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so I'm transferring her over to you because I cannot find him in our system so I believe he is IMA.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you. Have a great day. Thank you.
[AGENT][NEUTRAL] OK. You too. Uh-huh, bye.