AccountId: 011433970860
ContactId: 50cb12f2-a754-446b-8f16-fed6ae9e6e46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345059 ms
Total Talk Time (AGENT): 172066 ms
Total Talk Time (CUSTOMER): 128687 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/50cb12f2-a754-446b-8f16-fed6ae9e6e46_20250226T19:37_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from Mount Carmel East Hospital. I have a patient scheduled for an outpatient EGD, um, trying to find out if they require authorization and if they actually have surgery benefits.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. Yes, ma'am. I'd be happy to. What's the callback number?
[CUSTOMER][NEUTRAL] Can you help me with that?
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you, [PII], and what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Um, D as in David, 45400843.
[AGENT][NEUTRAL] That is not the APL policy number. Ours is the policy certificate number starting with a 0. Do you have that available?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't see that on the card.
[AGENT][NEUTRAL] And does the card say 90 degree benefits or IMA?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes, says IMA 90 degree benefits, benefits and a card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So they should also have an APL policy uh card if they have medical coverage, and I'll be happy to check by names to see if they have that medical coverage.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What's the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let me just check real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure.
[AGENT][NEUTRAL] And what is [PII]'s date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So Ms. [PII] did have coverage with us, but it turned on [PII].
[AGENT][NEUTRAL] Now she may have that active coverage with IMA.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Did you call the [PII] number?
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] So that is for, um, you, I would assume that you chose option 2 for medical coverage.
[CUSTOMER][NEUTRAL] Uh, I'm pretty sure I did. There was a lot of choices, but yes, I'm pretty sure I did.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] It would make sense to choose the option 2 for medical, right? You need medical benefits.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's why you came to APL. Now we can connect back with them and choose option one to see if there's any benefits for that diagnostic testing on her IMA policy or to even see if it's active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Would you like for me to connect you back with them?
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][POSITIVE] Sure. Thank you very much.
[AGENT][POSITIVE] Uh, my pleasure, [PII], and thank you for calling APL. If you'll hold one moment, please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[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. For questions on the Vision plan, please press 3.
[CUSTOMER][NEUTRAL] If you are an employee and
[CUSTOMER][POSITIVE] A degree Benefits. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you doing?
[CUSTOMER][POSITIVE] I'm good. How are you? Long time no talk to.
[AGENT][POSITIVE] I know, I've just been trying to sit in my little corner and be, be nice.
[CUSTOMER][POSITIVE] You have been such a good girl.
[AGENT][NEUTRAL] It's a hard thing to do.
[CUSTOMER][NEUTRAL] Girl, I know, girl, I know.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] I feel you on that.
[AGENT][POSITIVE] Oh, it's a tough job. Um, I got a that's right.
[CUSTOMER][NEUTRAL] Somebody got to do it.
[AGENT][NEUTRAL] I've got a provider on the line that called for eligibility and all I have is the uh.
[AGENT][NEUTRAL] Termed
[AGENT][NEUTRAL] Indemnity policy.
[AGENT][NEUTRAL] So she is wanting to see if the uh the um.
[CUSTOMER][NEUTRAL] OK dokey.
[AGENT][NEUTRAL] IMA policies is active or benefits.
[AGENT][NEUTRAL] And I, I have [PII] on the line, callback number is [PII].
[CUSTOMER][NEUTRAL] OK, do you have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And this is for a [PII]
[AGENT][NEUTRAL] And the last four of the social is [PII] if you need that, or if you need the whole social.
[CUSTOMER][NEUTRAL] I think I have her.
[AGENT][POSITIVE] All right, Ms. [PII] is ready and, and it's good talking to you, [PII]. Let me get her on the line.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] You too. OK. Have a good day. You're welcome. You too. All right. Bye.
[AGENT][POSITIVE] Thank you, take care. You too. Bye.
[AGENT][POSITIVE] Ms. [PII], thank you for your patience. I have [PII] on the line with IMA. She's going to assist you further and have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thanks so much. You too.
[AGENT][POSITIVE] Thank you. Bye bye. Thank you, [PII]. Bye bye.
[CUSTOMER][POSITIVE] Thanks, [PII]. Bye.
[CUSTOMER][POSITIVE] You're welcome. Hi, [PII].