AccountId: 011433970860
ContactId: 479ef833-f568-449c-8b21-20327b6cb19f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310690 ms
Total Talk Time (AGENT): 194931 ms
Total Talk Time (CUSTOMER): 81370 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/479ef833-f568-449c-8b21-20327b6cb19f_20250224T17:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and I'm calling from Persons Memorial Hospital. Um, I'm calling to get an update on the claim status.
[AGENT][NEUTRAL] OK, you're needing to get an update on a claim status, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] So, yes, ma'am, I can help you with that, and I'm so sorry, but could you please give me your first name again?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. And [PII], what's a good callback number for you please?
[CUSTOMER][NEUTRAL] It's [PII], no extension.
[AGENT][NEUTRAL] [PII]. Is that correct? Or [PII]. OK.
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the policy number, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the one I have on file is D as in Delta 44615696.
[AGENT][NEUTRAL] OK, now that number, [PII], is not for APL. That is a 90 degree benefit or member ID number. Some of these um members have policies with 90 degree benefits and with APL, but they would have a different number for us. Do you have any other information on this, or were you trying to reach 90 degree benefits?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm just trying to reach whatever policy it is cause it just it's the phone number on the account. It just says benefits and a card.
[CUSTOMER][NEUTRAL] And this is the phone number that was on the account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Or [PII].
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK, so you just selected the um wrong option, [PII] that for that um ID number it would be option one.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] And I'll be happy to try and get you connected back with one of their representatives. What is your patient's name?
[CUSTOMER][NEUTRAL] Um, first name is [PII], last name [PII].
[AGENT][NEUTRAL] OK, let me double check to make sure there's no policy with us as well so that they don't have to transfer you back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause for, for some reason.
[AGENT][NEUTRAL] Um, sometimes when they have our coverage as well, for whatever reason they don't have.
[AGENT][NEUTRAL] Our policy number when they present their information.
[AGENT][NEUTRAL] So let me just check. And it's [PII] First name is [PII] Is that correct?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so yes, so yes, he does not have a policy with us. So if you will give me just a moment, I can get you connected over to 90 degree benefits, but again, if for any reason the call gets disconnected, you did call the right number, just select option one.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, can I help you with anything else today, [PII], before I transfer you?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] OK, well then thank you again for calling APO and I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am, one moment.
[CUSTOMER][POSITIVE] Thank you for calling.
[CUSTOMER][NEUTRAL] 90 Degree Benefits. This is [PII]. How can I help you?
[AGENT][POSITIVE] Hey, [PII], it's [PII] at APL. Happy Monday.
[CUSTOMER][NEUTRAL] Hi [PII]. Yeah.
[AGENT][POSITIVE] You're right.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] That's the consensus today. I'm already ready for Friday and I don't think I'm the only person, like I said.
[CUSTOMER][NEGATIVE] You are not, you are not. I was not ready.
[AGENT][NEGATIVE] Oh no.
[AGENT][MIXED] Jeez, I love my job, but you know, I can still wish for Friday. Um, so I don't have a provider's office on the line that I have checked according to this insured's name, and they do not have a policy with us. She's needing, she said she, you know, it just
[CUSTOMER][NEUTRAL] Amen.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She called y'all's number, but she selected the wrong option really. Um, the lady's name is, right, [PII].
[CUSTOMER][NEUTRAL] Surprise.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And her callback number is going to be [PII].
[AGENT][NEUTRAL] And the individual she's calling on is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Well, he did have just the Mac only, um, but it turned in [PII]. But yeah, you can send him over.
[AGENT][POSITIVE] Oh, well, OK then. All right. Well, thank you so much and I hope you enjoy the rest of your Monday if I don't talk to you again.
[CUSTOMER][POSITIVE] You're welcome. Thank you.
[CUSTOMER][POSITIVE] Thanks, girl. You too. Hope you have a good week if I don't talk to you again. All right. You're welcome. Thank you. Bye.
[AGENT][POSITIVE] All right, [PII]. Thanks. Same to you. All right, bye-bye.
[AGENT][POSITIVE] You're welcome.