AccountId: 011433970860
ContactId: 4dcbccf6-6ca6-428d-87cf-e6271991b23d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374070 ms
Total Talk Time (AGENT): 137447 ms
Total Talk Time (CUSTOMER): 125933 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/4dcbccf6-6ca6-428d-87cf-e6271991b23d_20250108T14:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I work at the Huron County Public Health. I have a patient that came in today. She needed some vaccines and I was just wanting to make sure like the vaccines were covered to bill you guys or.
[AGENT][NEUTRAL] OK, so you're wanting to see if a member's plan covers vaccinations or immunizations. Is that correct? Yes, ma'am, I can check that for you. I can help you with this. And what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said [PII] was the, it was [PII]?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thank you. And the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, the group employee ID is D as in dog, 47677696.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so now the D number indicates that that is a 90 degree benefit.
[AGENT][NEUTRAL] Plan. Do you have another policy? Some of these members that have that type of coverage, [PII], also have a policy with APL. Do you know if
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] If she has one with us also or him, he or she.
[CUSTOMER][NEGATIVE] It's a her and I do not believe so.
[AGENT][NEUTRAL] Him or her?
[AGENT][NEUTRAL] OK. Um, now, I will be.
[CUSTOMER][NEUTRAL] Because this is the number I called on the back of the card because it said for medical benefit verification.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. And which option? Was it an [PII] or an [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so you just needed to have selected option one.
[AGENT][POSITIVE] When calling that number, but I'll be happy to connect you if you would like if you know the member doesn't have a plan with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that'd be great.
[AGENT][NEUTRAL] OK, well, can I, yes, ma'am, and again, should anything happen with our transfer, just call that same number but select option one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well then, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APO and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Thank you for calling IMA and 90 Degree Benefits. 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, all agents are currently assisting other callers.
[CUSTOMER][NEUTRAL] 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.
[CUSTOMER][NEUTRAL] 90 Degree Benefits. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey Lice, it's [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm good. Thank you and happy [PII]. I don't think I've talked to you since the [PII] right now.
[CUSTOMER][NEUTRAL] I don't think so either.
[AGENT][NEUTRAL] Well, I have, thank you. I have a provider on the line that says the number doesn't have a plan with us. She just selected the wrong option when she called the number, um, and her name is [PII].
[CUSTOMER][POSITIVE] Happy [PII] to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And her callback number that she's given me is [PII].
[AGENT][NEUTRAL] With an extension of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. And do you know what provider she's with?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I do not. Um, and she only had the D number and she said that the, she didn't, the member didn't have another plan that she knew of.
[CUSTOMER][POSITIVE] That's OK. That's all right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, well you can send her to me.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much and I hope you have a great day. All right, love.
[CUSTOMER][POSITIVE] All right, thank you. Thank you. You too. All right, bye-bye.
[AGENT][NEUTRAL] Bye-bye.