AccountId: 011433970860
ContactId: 76ae8c85-929f-45d5-b7d3-0023a06d5727
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205080 ms
Total Talk Time (AGENT): 105784 ms
Total Talk Time (CUSTOMER): 71663 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/76ae8c85-929f-45d5-b7d3-0023a06d5727_20250529T19:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I'm calling from from a provider's office and I'm just seeing to verify patient's insurance.
[AGENT][NEUTRAL] Sure, I can take that eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] You can it's [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] I believe so. I have an employee ID. It starts with a D, is that correct?
[AGENT][NEUTRAL] No ma'am, that's going to be uh through they're called 90 degree benefits um.
[AGENT][NEUTRAL] I can get you their information and transfer you to them if you'd like or if you have the member's social I can see if they have a policy with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so do I need to call 90 Degree to verify benefits, or you guys are the same?
[AGENT][NEUTRAL] It depends. No, not quite the same, um, it's very confusing as it's part of a multi plan, um, I believe it's 90 degree benefits that's going to be more, uh, wellness benefits, um, if they have a policy with us, a medical policy, it would most likely be a limited indemnity medical plan, but I don't know, they may not have one with us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, uh, I can give you that when you're ready, so it's [PII].
[AGENT][NEUTRAL] The social?
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] OK, yeah, I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh huh [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, what was the name for the number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's just coming to like a regular PCP doctor's visit.
[AGENT][NEUTRAL] Sure, OK, so I have a different last name for her, um, that's the same date of birth and everything, but she doesn't have an active policy with us at this time. Uh, her policy terminated [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I can give you the policy number she has with us if you'd like.
[CUSTOMER][NEUTRAL] OK, do you think she would have one with that? OK, do you think I should call that 90 degrees or would that if she doesn't have one with you, OK.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] I absolutely would um.
[AGENT][POSITIVE] Right, I would absolutely give them a call, um.
[AGENT][NEUTRAL] And it's possible it's the same number that you called um as their prompts are a little bit confusing uh let me know when you're ready I can give you that phone number and then I can transfer you to them.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] Sure, their phone number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] And to get with 290 degree, you would select option one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alrighty, did you want me to go ahead and transfer you?
[CUSTOMER][NEUTRAL] Please.
[AGENT][POSITIVE] Sure, I'm just gonna put you on a brief hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling if you would.