AccountId: 011433970860
ContactId: 787752cf-1c63-456f-99f8-328637d53505
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192979 ms
Total Talk Time (AGENT): 92899 ms
Total Talk Time (CUSTOMER): 107803 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/787752cf-1c63-456f-99f8-328637d53505_20250421T19:58_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good
[CUSTOMER][NEUTRAL] Sorry, good afternoon. I'm calling from a provider's office here at PIH, um, and I wanted to check, uh, benefits for this mutual patient. Can I give you their member ID number?
[AGENT][NEUTRAL] Uh yes send me just a moment. So you're needing, do you also need eligibility or only benefits?
[CUSTOMER][NEUTRAL] Um, just benefits, um, just because.
[AGENT][NEUTRAL] OK, yes, I can help you. Uh-huh. No, go ahead.
[CUSTOMER][NEUTRAL] Um, oh thank you, uh, yeah, just because I called the other day they told me that this patient, um, had benefits with 90 degrees and I tried calling the phone number that they provided to me and it seemed like that was the incorrect phone number they were closed. It was on Friday, so the office was closed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am, they will closed Friday. Mhm.
[CUSTOMER][NEUTRAL] Yeah, um, but yeah, let me just give you their information that way you could pull up the chart. It's uh [PII].
[AGENT][NEUTRAL] So first off, uh, who am I? OK, hold on one second. Who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, now, the policy number for APL Monique is not the D number, that is the 90 degree benefit number. Does the member also have a policy with APL or with only with 90 degree benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, they did tell me that they had a policy with APL as well, but it's a limited benefit hospital indemnity.
[AGENT][NEUTRAL] That is
[AGENT][POSITIVE] Correct, OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So are you needing, did they give you the benefits for APL, or you only, are you just trying to reach 90 degree benefits now?
[CUSTOMER][NEUTRAL] So is there
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Yes, um, they did give me the benefits already for APL. I'm trying to reach 90 degrees, um, but they provided me the wrong phone number. The phone number that they gave me is the, um, [PII], and when I called it said that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] No, ma'am, it should be [PII].
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh OK I see alrighty well let me give them a call again, mhm.
[AGENT][POSITIVE] Now, I'll be, well, I'll be happy to transfer you over, [PII], if you would like.
[CUSTOMER][POSITIVE] Oh yes please thank you so much.
[AGENT][POSITIVE] You're welcome. So is there anything else that I could help you with today?
[CUSTOMER][POSITIVE] No that is everything. I appreciate it.
[AGENT][POSITIVE] OK, well thank you then for calling APO and I hope that you have a very nice rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] You're welcome. And just so you know, when you call the [PII] number, um, it would be option one for 90 degree benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK sounds good thank you.
[AGENT][NEUTRAL] OK. All right. You're welcome. So one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for calling