AccountId: 011433970860
ContactId: 56ad68dd-75b7-47c5-b0fc-f08c56c6ec15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392470 ms
Total Talk Time (AGENT): 148248 ms
Total Talk Time (CUSTOMER): 104033 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/56ad68dd-75b7-47c5-b0fc-f08c56c6ec15_20250530T14:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, I don't know. I guess [PII], uh, transferred me uh to you. I need to check claim status.
[AGENT][POSITIVE] OK, I can definitely help you with the claim status. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] D 43222386
[AGENT][NEUTRAL] OK, do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Um, that's where I'm getting the information from now.
[AGENT][NEUTRAL] The reason I'm asking, ma'am, is because the D number is for 90 degree benefits. This is APL, so there's a different policy number there. I'm just trying to help you locate it.
[CUSTOMER][NEUTRAL] No, that's what I'm saying. I'm just giving you the information that I have from the card.
[AGENT][NEUTRAL] On the card, do you see any
[CUSTOMER][NEUTRAL] And then I was given this number by.
[AGENT][NEUTRAL] On the card, do you see anywhere that says in hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. May I have the member's first and last name?
[CUSTOMER][NEUTRAL] And this is just a
[CUSTOMER][NEUTRAL] Yeah, and I think um this is just the front copy. I don't have a back copy that's why I'm having a hard time, um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, can you spell the first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you said the last name was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am. I'm here. I'm just waiting for the policies to populate. Hold on one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] What did you say mail?
[AGENT][NEUTRAL] I'm just waiting for the policies to populate here.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] What did you say that ma'am?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And this is for her medical policy?
[CUSTOMER][NEUTRAL] Let me call you back in a few minutes.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, I believe I have her here. Can you verify the date of birth for me, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, now, this is a different date of service. I'm sorry, a data service is a different date of birth. Um.
[AGENT][NEUTRAL] So it looks like we have a different member here. Are you trying to reach 90 degree benefits or APL?
[CUSTOMER][NEUTRAL] Well, when I call, um, because I, I don't think that she had, we don't have a back of the card and I don't think this is the back of the card, um, it just shows the front says workers uh focused workforce management so when I called them, they stated that um I need to contact benefits in a card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So she gave me this number to call, so that's how I got you, so I don't know.
[AGENT][NEUTRAL] Was it an [PII] number that they gave you or an [PII] number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That is benefits. The reason I'm asking is because sometimes there's a a number for 90 degree benefits, which is that the number that you gave, and sometimes it will redirect the caller to us. I was thinking maybe that happened. Um, I can get you back to er um the benefits in the card if you like, because the member we have here has a different date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's not a degree number?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Um, I have a 90 degree, I it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And you said that the number may be for 90 degree?
[AGENT][NEUTRAL] That the number is their policy number.
[CUSTOMER][NEUTRAL] And what's
[CUSTOMER][NEUTRAL] Be uh you gonna give me benefits uh and a card number. What's that number again?
[AGENT][NEUTRAL] So their phone number is [PII].
[AGENT][NEUTRAL] [PII]. So you would want, you would want.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yeah, that's what
[AGENT][NEUTRAL] You want to contact benefits in a car first because that's who you talk to for like enrollments and eligibility. They'll be able to let you know um if you're trying to get medical, um, they'll be able to let you know about 90 degree or multi-plan, but just let them know that you've called APL and we searched the system and the member in our system has a different date of birth than yours.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] All right then, what's your name again?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, I appreciate it. Uh-huh.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Um