AccountId: 011433970860
ContactId: 6d2286b0-344e-49a1-8f3a-92ec57cfd175
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 599679 ms
Total Talk Time (AGENT): 226776 ms
Total Talk Time (CUSTOMER): 219247 ms
Interruptions: 6
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/6d2286b0-344e-49a1-8f3a-92ec57cfd175_20250404T15:07_UTC.wav
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[AGENT][POSITIVE] Morning thank you for calling
[AGENT][NEUTRAL] APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Um, my name is [PII]. I'm with the first, yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, I am here.
[AGENT][NEUTRAL] Yes, [PII], I'm here.
[CUSTOMER][NEUTRAL] I am with the provider.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm with the provider's office and I'm trying to do inpatient notification for a patient.
[AGENT][NEUTRAL] OK, [PII], are you trying to get eligibility and benefits?
[CUSTOMER][NEUTRAL] No, I'm trying to start a notification to patients inpatient through the ER and I trying to find a number or get to the right department to start the notification for that.
[AGENT][NEUTRAL] OK, so [PII], I can try and help you with this. I will need to pull up the member's information first, uh, to understand better what you're referring to. So first off, what is a good call back number for you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you and the member's policy.
[CUSTOMER][NEUTRAL] It is um D as in dog, I'm sorry, D as in dog.
[AGENT][NEUTRAL] Number?
[CUSTOMER][NEUTRAL] 47695495.
[AGENT][NEUTRAL] OK, now, thank you, [PII], but that is not the APO policy number.
[AGENT][NEUTRAL] That would be for 90 degree benefits or IMA does also have a policy with APL?
[AGENT][NEUTRAL] Some of these members have dual coverage.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] The ID card should have a policy certificate number or policy cert.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm trying. I've been trying for the last 30 minutes.
[CUSTOMER][NEUTRAL] Yeah, so do you have a phone number for them? I've been trying to just get to someone.
[CUSTOMER][NEGATIVE] I can't seem to get to anybody that can start a notification for this patient.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] OK, well, now, there's not gonna be a notification process. I can tell you that based on just this ID number. I mean, we would have to receive a claim once, you know, but there's not a, anything to start over the phone as far as.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we don't start like an author we don't start an authorization like for the patient being in the hospital it's just they submit the claims.
[AGENT][NEUTRAL] That is correct. But I would, let me see if the patient also has a policy with APL because a lot of these people that have the, the IMA or 90-degree benefits also have coverage with us. Do you have any other information other than the D number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEGATIVE] Because I don't wanna transfer you and then I have to transfer you back.
[CUSTOMER][NEUTRAL] I have, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So they have everything scanned in it has a members, the surge and that's where the ID and the group number are on then they have a pharmacy card scanned in and then it's a multi-plan.
[CUSTOMER][NEUTRAL] Benefits and card and then the back of the card when I scan it, it says 90 degrees benefit, but when you call that number that's there, it just once it circles and I so I just hit an option to, and I got you. I believe I dialed so many numbers. I'm like, I don't know. Yeah, the 42, I dialed the 4296 number so that's you that I've gotten for the 90.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, well then.
[AGENT][NEUTRAL] Yes, and it's option 11, 1800-833-4296. Option one would take you to 90 degree benefits. But again, let me check since you have called so many places to see if this member or this patient has a plan with us as well so that you don't have to get transferred back over here. Um.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can't search by date of birth. Do you happen to have their full social?
[CUSTOMER][NEUTRAL] I may let me look here real quick. sometimes they have that let me.
[AGENT][NEUTRAL] OK. Cause if the, if the patient is a subscriber, I can search by the social.
[CUSTOMER][NEUTRAL] See here oh.
[AGENT][NEUTRAL] I wouldn't be able to start. OK.
[CUSTOMER][NEUTRAL] OK, I have the social and it looks like he is it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, give me one moment then to see.
[AGENT][NEUTRAL] A policy with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] [PII]. I typed the number wrong. Hold on one second.
[AGENT][NEUTRAL] It would help if I get my fingers on the right keys. OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] [PII] let me [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Correct. OK. I do not have anyone in our system with that Social Security number. So what I will do is I will try and connect you over to 90 degree benefits. Again, you did call the right number and it would be option one. Now if it, if their voicemail picks up when I transfer you, do you want me to release the call so you can leave a message?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I'll just call back if, if you let me know, yeah, because we can't leave messages yeah.
[AGENT][POSITIVE] Yeah, I'll let you know then. OK, I, I will let you know. So give me just one moment and I will try and connect you. Is there anything else that [PII], I can try and help you with today?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] No, I appreciate your help. No.
[AGENT][POSITIVE] Well, oh, you're very welcome. It was my pleasure. So thank you again for calling APL and I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Uh huh thank you one moment please.
[CUSTOMER][POSITIVE] Bye bye. Thanks. OK.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator. If you would like to participate in a quick survey after the call, 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.
[CUSTOMER][POSITIVE] 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][POSITIVE] If you prefer, you can leave a detailed voicemail message and we will get back to you promptly.
[CUSTOMER][NEUTRAL] Press one to leave a voicemail.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][POSITIVE] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly.
[CUSTOMER][NEUTRAL] Press 1 to leave a voice
[AGENT][NEUTRAL] OK, [PII], this is still [PII]. OK, so it did not initially go to a voicemail. I was just on hold, um, listening to the music, waiting for a representative. However, now it's come on and saying that there is an, you know, an unexpected longer wait time, something to that effect, and asking about leaving a voicemail and it just continues to go through that rotation. So,
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I'll be happy to connect you back if you want to hold to see if someone picks up. Yeah.
[CUSTOMER][POSITIVE] Yeah, if you could, yeah, and I'll hold for a little bit and see if I get someone, thank you.
[AGENT][NEUTRAL] OK. All right. Well, you're welcome. So give me one moment.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] moment and I will, I will connect you back over.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. If you would like to participate in a quick survey after the all agents are currently assisting other.