AccountId: 011433970860
ContactId: 5e7f897e-ee62-46b8-9cad-0656629aa1b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 502200 ms
Total Talk Time (AGENT): 248797 ms
Total Talk Time (CUSTOMER): 175540 ms
Interruptions: 8
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/5e7f897e-ee62-46b8-9cad-0656629aa1b9_20250521T19:07_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] Hello [PII]. My name is [PII]. I'm calling on behalf of uh Viera Hospital in [PII]. I want to verify eligibility for a patient who was here a couple of days ago.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're needing to verify eligibility for a member, [PII], is that correct?
[CUSTOMER][POSITIVE] Yes, yes, that is correct, thank you.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. You're welcome. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] Let's see, I have the EDI payer ID. No, that's not it. It's on the other side of the card. There we go, um, Delta 49700054. [PII].
[AGENT][NEUTRAL] No, that's our lot, no. Yeah, that's our hierarchy.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, now,
[AGENT][NEUTRAL] OK, now, thank you, but that is not an APL policy number, [PII], that is a 90 degree benefit number. Do you know if the member has a policy also with APL or is that the only number on the ID card?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is the only card that I have.
[AGENT][NEUTRAL] And there's no other number on the front of it?
[CUSTOMER][NEUTRAL] There's a multi plan it's broken down in 2.
[CUSTOMER][NEUTRAL] Mm let's see this, this one here is pharmacy.
[AGENT][NEUTRAL] Some of these members that have.
[AGENT][NEUTRAL] That 90 degree benefit. They also have dual coverage with APL, not all of them. I can try and, you said the name was [PII]?
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So let me see if I can locate someone in our system with that name before I transfer you to 90 Degree benefits and then they end up having to transfer you back.
[AGENT][NEUTRAL] I just can't look it up with that, that D number. That's why I was asking, and there's gonna be a lot of those. Um, what state does he live in?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, there's another.
[CUSTOMER][NEUTRAL] Um, well, this is [PII], however, let me check his.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. Yes.
[AGENT][NEUTRAL] [PII], OK, I may have located a policy, um, so any information that's provided would be a verification of benefits and not a guarantee of payment. What is his date of birth, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, no, that is.
[CUSTOMER][NEUTRAL] It's [PII] is, uh, it's his son.
[CUSTOMER][NEUTRAL] Let's see if it
[AGENT][NEUTRAL] Yeah, the number that I located does not have. Is there, yeah, this is not the same person.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] There's a [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] But the card the card definitely says [PII] on it.
[AGENT][NEUTRAL] OK. I'm going to, I believe the only [PII], yeah.
[CUSTOMER][NEUTRAL] Who is the father, [PII].
[AGENT][NEUTRAL] That's not the one that I located is not the same.
[AGENT][NEUTRAL] I'm gonna have to try it one more time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you happen to have the last 4 of his social?
[CUSTOMER][NEUTRAL] Uh, that I do not have.
[CUSTOMER][NEUTRAL] No, I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I do not have a [PII].
[CUSTOMER][POSITIVE] There's a superior skilled trades.
[AGENT][NEUTRAL] Yeah, I do not have a [PII] with that matching information as having a policy with us. So what I can do is I can transfer you, [PII] over to IMA and you may have called the correct number, but the phone number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That you called, was it a [PII] number?
[CUSTOMER][NEUTRAL] It certainly was [PII].
[AGENT][NEUTRAL] To reach me. OK.
[AGENT][NEUTRAL] OK, so that is the correct number. To get to IMA or 90 degree benefits, so that the number, it would be option 1.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because when you call that number if you select option 2, it brings you here to APL so I'll be happy to connect you over, but in the event that we are disconnected, just call that number back and select option one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Gotcha.
[CUSTOMER][POSITIVE] Excellent thank you so much.
[AGENT][POSITIVE] Well, you're very welcome. Can I help you with anything else before I connect you?
[CUSTOMER][POSITIVE] No, you've been very helpful already. Thank you. You have a nice evening.
[AGENT][POSITIVE] Well, oh, well, thank you so much. It was my pleasure and it was my pleasure to speak to you and I hope you have a nice evening as well.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK [PII], well thank you again for calling APL. One moment and I will transfer you to 90 Degree Benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for calling 90 degrees. If you would like to participate in all agents are currently assisting other callers. 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][NEUTRAL] 90 degree Benefits. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Well, hey, [PII]. It's [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you, [PII]?
[AGENT][POSITIVE] I am good. We are on hump day and on the downhill to a long weekend. Yay.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That's right, yes, yes, I'm looking, I'm like, what can I do on Monday? I can do this and this and this and this and this, you know.
[AGENT][NEUTRAL] Well, I have a
[AGENT][NEUTRAL] Yeah, or nothing, or just nothing, just rest.
[CUSTOMER][NEUTRAL] So, mhm.
[AGENT][NEUTRAL] Well, I have a provider on the line. Her name is [PII]. The callback number she gave me is [PII].
[CUSTOMER][NEUTRAL] Right. Exactly.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And she's calling to get
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] And she's calling to get information for a [PII], and I could not find a [PII] having a policy with us. She does have the D number for him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I can look it up when she gives me the number or did you, did you, did she give you the number?
[AGENT][NEUTRAL] All right then.
[AGENT][NEUTRAL] OK. Again, I, I don't know that I captured it correctly, but it, I believe that it's [PII] 49700054. I'm always hesitant to give you all that because especially when they rattle it off real quick, I can't I don't always capture all of it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. And what's her name?
[AGENT][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] OK. OK. But I can look that up.
[AGENT][POSITIVE] All right. Well, are you ready? OK, well, thank you so much. And if I don't talk to you again, which I probably will before the weekend, I hope you have a nice holiday.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] All right, [PII].
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.