AccountId: 011433970860
ContactId: 7ccd6c95-f0c9-44ce-a649-c9f00f3a9abb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361230 ms
Total Talk Time (AGENT): 200339 ms
Total Talk Time (CUSTOMER): 126185 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/7ccd6c95-f0c9-44ce-a649-c9f00f3a9abb_20250522T14:17_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and I'm calling from a provider's office. We are cardiology.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, just calling for benefits, uh, for a member. I just want to see, um, exactly what kind of plan this was. I'm not familiar with it at all, uh, so I just wanted to see if he had coverage for, um, an office visit and a cardiologist.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], so you're needing to get eligibility and benefit information for an office visit, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Yes, ma'am, I can help you. And what is your callback number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Um, it's best I can read it because it's so small. Um, it looks like it begins with D 47690895.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, thank you. Now, [PII], that is not an APL policy number. That is a 90 degree benefit number or IMA. Some of these members have dual coverage with APL also. Um, is there another number besides that the number on the front of his card?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] There's um.
[CUSTOMER][NEUTRAL] In the upper left corner it it's got search and then it says uh there's a group number 9476.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] The employee ID is the one I just gave you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, employee name, it's got his name, medical coverage and it says employee.
[AGENT][NEUTRAL] OK, now I can try and search before I connect you over the 90 degree benefits so that they don't have to transfer you back. What is the um do you happen to have the patient's full social?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I'll check. Let's see, I do not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we can try the name, uh, I can't search my date of birth. What is the last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Let me see.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] It takes a little longer to search this way, so let me just.
[CUSTOMER][NEUTRAL] OK, no that's fine.
[CUSTOMER][POSITIVE] I appreciate your help and I appreciate you know you try not to transfer me multiple places.
[AGENT][NEUTRAL] Yeah, uh, that, I don't like to be transferred multiple places. So if I can avoid it, I, I try to.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] So we do not have a Robbie or even a [PII] that has an active policy with us.
[AGENT][NEUTRAL] So I'll be happy to connect you over to 90 Degree Benefits now [PII], did you call [PII]? Is that the phone number you called? OK, so just for your knowledge, in case something happens during the transfer, you would select option one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I did.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Because option 2 brings you here.
[CUSTOMER][NEUTRAL] Well, I did that first and.
[CUSTOMER][NEUTRAL] I did one first and then um it said for me to leave a voicemail and the patient's here in the office so I didn't wanna leave a voicemail.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Yeah, probably.
[AGENT][NEUTRAL] Yes, ma'am. So I will be happy to. Right. Sure. So I'll be happy to try and connect you back, but unfortunately, if um I will stay on the line until someone answers. But if I also get that recording, I will come back on the line and let you know that, and then you can decide if you want to leave a message or just try and call them back.
[CUSTOMER][NEUTRAL] So that's why I call back and pick 2.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Alright, well you're very welcome. So is there anything else that I could help you with today before I transfer you?
[CUSTOMER][NEGATIVE] No thank you so much.
[AGENT][POSITIVE] Well, you're welcome and thank you again [PII] for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] say that.
[CUSTOMER][POSITIVE] Thank you for calling. If you would like to participate.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Well, hey [PII], it's [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] I am good how are you?
[AGENT][NEUTRAL] I'm good, thank you. So I have a provider on the line and this member does not have a policy with APL. She's needing to get benefit information. Uh, the lady's name is [PII].
[AGENT][NEUTRAL] And her callback number that she gave me, [PII] is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the member ID number that she gave me is D476.
[AGENT][NEUTRAL] 90895 for a [PII].
[AGENT][NEUTRAL] Givens.
[AGENT][NEUTRAL] Oh, [PII] Givens, I'm sorry, [PII].
[AGENT][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, are you ready to speak to [PII]?
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][POSITIVE] OK, [PII]. Thank you so much. Have a great day if I don't talk to you again.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] All righty. Bye-bye.