AccountId: 011433970860
ContactId: 6a1124cc-97ef-47f4-918f-86ec40908924
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 572570 ms
Total Talk Time (AGENT): 293189 ms
Total Talk Time (CUSTOMER): 192647 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/6a1124cc-97ef-47f4-918f-86ec40908924_20250217T16:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, who am I speaking with?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, thank you. This is [PII] and I'm calling from Minimme Distribution Corp. I needed eligibility and benefits for DME. Hopefully you're able to assist.
[AGENT][NEUTRAL] Sure, of course I can check eligibility and benefits.
[CUSTOMER][NEUTRAL] And checking to see if we're contracted.
[AGENT][NEUTRAL] Sure you did say that was for DME.
[CUSTOMER][POSITIVE] Perfect. Hm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I can check that. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] is my secure callback number and [PII], what is the first letter to your last name?
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] It's A
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Of course, and then did you have that uh policy number?
[CUSTOMER][NEUTRAL] D as in Delta, 42,800,580.
[AGENT][NEUTRAL] OK, so that is not one of our policy numbers, [PII]. That is through they're called uh 90 Degrees. Um, I can give you their information or I can see if they have a policy with us if you've got their social I can search for them that way.
[CUSTOMER][NEGATIVE] I don't have a social and I already called 90 Degrees and I spoke with [PII] and that's the preventative um department. Then she did an internal transfer to APL and then I spoke with [PII] and she said she was gonna transfer me to IMA, which was the same number to 90 degrees benefits. Then I spoke with [PII] again and then she transferred me again now I'm speaking to you, so I'm just getting the run around at this point. I just, I'm just.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh my goodness I'm so sorry you really are. I'm so sorry no I understand that the problem is of course that is their policy number so I can't search our system with that information um so unless you have a policy number that they might have with us or again their social I have no way of searching for them in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Unable unable to search.
[CUSTOMER][NEUTRAL] Number
[CUSTOMER][NEUTRAL] That's policy.
[CUSTOMER][NEUTRAL] ID number. So basically they have the number to the 90 degrees within their um employer.
[AGENT][NEUTRAL] Um, what do you mean? I'm sorry. Oh, so the number, I imagine the number that you were transferred to or that you called was the [PII], right?
[CUSTOMER][NEUTRAL] Direct line is this because.
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] Yeah, so it would be that number um and then to get to them it's option one.
[CUSTOMER][NEUTRAL] I did that.
[AGENT][NEUTRAL] OK, yeah, again that's gonna be the only option I have for you, [PII], is that's their policy number.
[AGENT][NEUTRAL] Unless we could get a policy number, mhm.
[CUSTOMER][NEUTRAL] And I did do option one and then I'm.
[CUSTOMER][NEGATIVE] And I'm going around in circles.
[AGENT][NEUTRAL] Right, um, I, I have no way of searching for them with that information though unless you had a policy number that was through APL, uh, which typically they begin with a 01 or 2, that they do not start with a letter or if you had their social, that's the only way I could search for a policy in our system.
[CUSTOMER][NEUTRAL] Is there a way that you can transfer me to them and get a live representative with this patient?
[AGENT][NEUTRAL] Sure, um, give me that if you don't mind, I'm sorry, could you give me that policy number through theirs one more time?
[CUSTOMER][NEUTRAL] Policy, OK.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] D as in Delta 42,800,580
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 580. OK.
[AGENT][NEUTRAL] And what was the name for the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is January.
[AGENT][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Sorry, you said [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII] and then the last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, alright, I appreciate it, [PII], give me just a moment. I'm gonna put you on a brief hold and I'll see if I can try to get them to understand the situation and help you out.
[CUSTOMER][POSITIVE] OK, thank you. I appreciate it.
[AGENT][NEUTRAL] Of course alright one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] 90 Degree Benefits, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over at uh APL. How are you?
[CUSTOMER][POSITIVE] Hi, I'm good how are you?
[AGENT][NEUTRAL] Doing alright thank you. I've got a provider on the line and I guess she's just going around in circles between us and y'all, uh, trying to get eligibility and benefits for a member. Um, she only has the policy number through 90 Degrees, um, so she has doesn't have a social any other way that we could search and find them in our system, um, so I was.
[CUSTOMER][NEUTRAL] She don't have the name and date of birth?
[AGENT][NEUTRAL] She has the name and date of birth, but there's a lot. It's uh [PII], so that's a lot.
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and we don't, we can't search with the date of birth, it just be the name, um, so yeah.
[CUSTOMER][NEUTRAL] Oh, OK. I didn't know that.
[AGENT][NEUTRAL] Yes ma'am um so and I did tell her that you know unless she has that information specifically through us and we can't find anything so I don't know if you'd be able to help her out or not um but I do have that policy number through y'all.
[CUSTOMER][NEUTRAL] No, I've done talked to her twice. She's wanting DME benefits and we, and we only do preventative, so I can't help her with DME benefits.
[AGENT][NEUTRAL] The, yeah.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so she'd have to get his information specifically for us or that's pretty much the only option.
[CUSTOMER][NEUTRAL] Uh, I mean, unless you want me to give you something to help you locate the member, yeah, that's what she would have to do.
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] Do you have uh the social?
[CUSTOMER][NEUTRAL] I do. It is.
[AGENT][POSITIVE] OK, but yeah, that'd be great. Go ahead.
[CUSTOMER][NEUTRAL] OK. All right. It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Give me just a moment, let me just verify while you're still on the line with me, make sure that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] He is actually in our system yep, there he is right, I sure appreciate your help [PII] thank you.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Yes, ma'am. You're welcome. Have a good day.
[AGENT][NEUTRAL] All right. You too. Bye-bye.
[CUSTOMER][POSITIVE] Thanks. Bye.
[AGENT][NEUTRAL] OK [PII], sorry about that wait are you still with me?
[CUSTOMER][POSITIVE] Yes, I'm still with you.
[AGENT][NEUTRAL] OK, so I did speak with her. It was [PII] again, um, but, uh, she was of course telling me that the same thing she told you she can only see preventive or preventative, but she was able to give me his social, so I was able to find him in our system. So and you did already of course verify his name and date of birth. So before we go any further, let me go ahead and give you the policy number he's got with us. Let me know when you're ready for that.
[CUSTOMER][POSITIVE] OK. I'm ready.
[AGENT][NEUTRAL] Alrighty, it is 02569678.
[CUSTOMER][NEUTRAL] 02569678.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] And that's the, that's the ID number on his insurance card, not the one that I gave you?
[AGENT][NEUTRAL] Correct, this is the one for um that is through us American Public Life. It is a limited indemnity medical plan so if you'll give me just a moment, I'm gonna get the policy pulled up. It is of course limited as to what is and is not covered, so let me just verify that if there are any DME benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Appreciate your patience. Give me just a second.
[AGENT][NEUTRAL] Alright, and of course I will let you know verification of coverage is not a guarantee of payment for claims, so no, there is, there are not any DME benefits under this policy.
[CUSTOMER][NEGATIVE] No DME coverage.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And they have a limited coverage. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Limited medical coverage.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And is a reference for this call?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date.
[AGENT][NEUTRAL] I'm sorry, you, I know you weren't quite through the wringer with all of this. Did you have any other questions for me?
[CUSTOMER][POSITIVE] [PII]. OK, perfect.
[CUSTOMER][POSITIVE] Well, for an hour and a half I got somewhere with you. Thank you so much. I appreciate it.
[AGENT][POSITIVE] My goodness, I am so sorry. Yeah, no, you're very welcome. Hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You have a wonderful same to you take care bye.
[AGENT][POSITIVE] Thank you bye bye.