AccountId: 011433970860
ContactId: 45b87006-ec3c-4b1d-92ff-00055d072ea2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360320 ms
Total Talk Time (AGENT): 143549 ms
Total Talk Time (CUSTOMER): 141223 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/45b87006-ec3c-4b1d-92ff-00055d072ea2_20250204T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] I'm calling from provider office for eligibility and benefits.
[AGENT][NEUTRAL] Yeah, I can check eligibility and benefits for you. Um, I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Got it thank you and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then, uh, did you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I have. Just one minute. Number is D as in Delta 4376474.
[AGENT][NEUTRAL] OK, so if that is not going to be one of our policy numbers, that's through, uh, they're called 90 Degrees. Uh, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Uh, actually I don't have the social.
[AGENT][NEUTRAL] OK, um, I could try searching uh with their name if you wouldn't mind spelling out their first and last name for me.
[CUSTOMER][NEUTRAL] Yeah, first name is [PII], uh, actually.
[CUSTOMER][NEUTRAL] This is the last name. I can give you the first name. First name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] OK, and that was the first name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, OK, thank you for that one moment please.
[AGENT][NEUTRAL] All right. And uh do you have their uh date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] And um even I'm sorry, was this for uh medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] It was medical. OK. So I did find this member, uh, however, their policy is no longer active. Um, it did terminate [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, um, now since the policy number that you had originally given me was through 90 Degrees, if you'd like I can give you their phone number and transfer you to them just in case this number might have, uh, other coverages through them.
[CUSTOMER][NEUTRAL] Uh, just one minute please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Actually, the ID card which I have according to that, this is APL not 90 degree and I have the same ID number as well on ID card also so if you are saying this is.
[AGENT][NEUTRAL] The policy number is that uh that starts with a D that is through 90 degrees. I can give you the policy number that she's got with us if you'd like. It is no longer active, but just so you have it for your records.
[CUSTOMER][NEUTRAL] OK. What's the number?
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 28
[AGENT][NEUTRAL] 5451.
[CUSTOMER][NEUTRAL] OK, can you please spell your name for me?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] OK. Just one minute, please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, one more question I have actually I can provide you the claim number as well, and, uh, we have EOB from American Public Life Insurance Company and uh on the EOB as well we have same member ID numbers D43.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, you need claim number?
[AGENT][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] OK. This is OB 1439466.
[AGENT][NEUTRAL] OK, that's not one of our claim numbers. If there are, um, our claim numbers are 7 digits. There are no letters.
[AGENT][NEUTRAL] They typically begin with a 3.
[CUSTOMER][NEUTRAL] Uh, it's 34.
[CUSTOMER][NEUTRAL] 20051.
[AGENT][NEUTRAL] I'm sorry, that was 20051?
[CUSTOMER][NEUTRAL] I'll repeat it's 34.
[AGENT][NEUTRAL] Please.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] 0051.
[AGENT][NEUTRAL] OK, yes, I did find that claim that is definitely our claim number, um, but the policy is going to be that 02285451 for us. If she has coverage through 90 degrees, we do work with them as this is a multi-plan.
[AGENT][NEUTRAL] Um, again, they might have different coverages through them than through us, but it is separate.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. And uh can you please provide me the call reference number as well?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] Uh, nothing, thank you so much.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.