AccountId: 011433970860
ContactId: 3ee2b54c-cc83-47db-9bac-cb26e0eb8d98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 610219 ms
Total Talk Time (AGENT): 154932 ms
Total Talk Time (CUSTOMER): 164675 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/3ee2b54c-cc83-47db-9bac-cb26e0eb8d98_20250529T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just wanna verify um one of our patients is eligible for um to run her insurance.
[AGENT][POSITIVE] OK, I can help you with eligibility. Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is um [PII] and a good call back number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And can you spell your name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] The policy number is, give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have the policy her um.
[CUSTOMER][NEUTRAL] ID number is the letter D for dog 46401552.
[AGENT][NEUTRAL] 464464014 and then I lost you. I'm sorry.
[CUSTOMER][NEUTRAL] 01552.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I believe this is a 90 degree policy, so let me check.
[CUSTOMER][NEUTRAL] It's a 90 degree policy.
[AGENT][NEUTRAL] Yes, ma'am. Give me just a minute, it is through us, but we aren't able to look up certain things about 90 degree policies, so give me just a moment, let me see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, do you have the um
[AGENT][NEUTRAL] Do you have their social security number so I can look them up that way?
[CUSTOMER][NEUTRAL] Um, let me see, do you have an SSN for her on file?
[CUSTOMER][NEUTRAL] Uh, we don't have one. Give me one second. Give me one second. Let me ask.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] What about her last name? Oh, OK.
[CUSTOMER][NEUTRAL] Oh yeah, the last name for the patient is [PII].
[AGENT][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if I can find her, and you said [PII], correct?
[CUSTOMER][POSITIVE] Yeah, and I have a birthday if that's helpful.
[AGENT][NEUTRAL] Um, I'm gonna try and look her up by, by her first and last name. Um, I will end up needing to transfer you to IMA since it goes through them, um, but I'm gonna see if I can look her up.
[CUSTOMER][NEUTRAL] It's 06
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um, by that name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you spell her name one more time?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] Because sometimes those 90 degree policies don't show up on our system because you go through IMA but sometimes if they have other policies, I can at least verify her eligibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, is it going through?
[AGENT][NEUTRAL] It looks like I'm not seeing her um so let me go ahead and transfer you to IMA if that's all right.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[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 COBRA enrollment, please press 1. For questions on the APL hospital indemnity plans or dental coverage, please press 2. For questions on the vision plan, please press 3.
[CUSTOMER][NEUTRAL] If you are an employee, 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] 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.
[AGENT][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, hello?
[AGENT][NEUTRAL] OK, it looks like you will actually need to reach out to Bic because they um suggested to go to [PII]. Let me see if I can get their number.
[CUSTOMER][NEUTRAL] OK, I'm, I have a pen ready.
[AGENT][NEUTRAL] Does it, does it show the number for bank?
[CUSTOMER][NEUTRAL] I'm sorry, no, this is the first, this is the number I have on um their insurance card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] On there, OK.
[AGENT][NEUTRAL] Let me see if I can find it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 1800.
[CUSTOMER][NEUTRAL] 18
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 497.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 4856.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If they try to uh transfer you to us just go ahead and tell them that APL tried to look her up by her name um and we don't have her in our system because sometimes they'll transfer you back to us and I I can't look her up.
[CUSTOMER][NEUTRAL] Do you think if I ask her for her social um you could look her up that way?
[AGENT][NEUTRAL] Um, I could try, but I did look her up by name. They should be able to, to look that up or um go ahead and see what they say. But yeah, if you need to get her social from them, uh you can try and call back and we can try it that way. Um, I'm just not able to find her.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] Because of that 90 degree.
[CUSTOMER][POSITIVE] OK alright bye thank you.
[AGENT][POSITIVE] OK, right, thank you so much for calling APL. Have a great day.