AccountId: 011433970860
ContactId: 7e8d6699-de34-41e5-a9ca-34033689061e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302489 ms
Total Talk Time (AGENT): 162002 ms
Total Talk Time (CUSTOMER): 133034 ms
Interruptions: 7
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/7e8d6699-de34-41e5-a9ca-34033689061e_20250502T17:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm just calling for eligibility for a patient.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. Uh, what was your name?
[CUSTOMER][POSITIVE] OK, yeah, I can take the eligibility for you.
[CUSTOMER][NEUTRAL] Alright, that is [PII].
[AGENT][NEUTRAL] And [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Hi, can I get a good call back number Alright, that is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Thank you and uh do you have that policy?
[CUSTOMER][NEUTRAL] Alright, we do, um, card's a little blurry. I hope I get this right. That's D as in David 43732295.
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers, [PII]. That is through, uh, they're called 90 Degree benefits. I can give you their information and transfer you to them, or if you have their social, I can see if they have a policy with us.
[CUSTOMER][NEUTRAL] OK, so that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] All right, um, I do have their social.
[AGENT][POSITIVE] OK, yeah, we can give that a try.
[CUSTOMER][NEUTRAL] Alright, it is [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what was the name for this number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Uh, this was for um medical, is that correct?
[CUSTOMER][POSITIVE] That is correct, um.
[AGENT][NEUTRAL] OK. So he does have
[CUSTOMER][NEUTRAL] I'm just trying to see where it is through.
[AGENT][NEUTRAL] Yeah, that's fine. So he does have a policy with us. Uh, do you have his date of birth?
[CUSTOMER][NEUTRAL] Alright, that is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that, [PII]. Uh, so he does have a policy. It is a limited indemnity medical plan. What he would most likely have with 90 degree benefits is going to be more for wellness and preventative. Um, this policy, of course, is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Alright, and you said that was a limited indemnity policy.
[AGENT][NEUTRAL] Limited indemnity medical plan, yes.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Medical plan and you said effective day [PII].
[AGENT][NEUTRAL] [PII] 24.
[CUSTOMER][NEUTRAL] Alright, and what would be the correct ID number for this?
[AGENT][NEUTRAL] Yes, um, that is 02567816.
[CUSTOMER][NEUTRAL] And that is the ID number.
[AGENT][NEUTRAL] That is uh the policy number they have with uh APL.
[CUSTOMER][NEUTRAL] OK, and what about that group number?
[AGENT][NEUTRAL] Oh let me get that one moment.
[AGENT][NEUTRAL] That is 70056.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] And as the pharmacy I have a card image but it looks like nothing matches, uh, what you're giving me unfortunately is it through lair is there no pharmacy?
[AGENT][NEUTRAL] Oh, yes, if you're looking at the card and it's that one that has the the policy number that again is through, uh, that is through 90 degrees. So, uh, let me, give me just a moment, let me see if this policy has any pharmaceutical benefits.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, and that you did say the 1 through 90 degrees is just a wellness and preventive care.
[AGENT][NEUTRAL] Yes, I'm not, I believe, and I'm not quite sure how much that extends, um, but I, I believe that's generally what that's for. This is again more hospital indemnity. OK, so they do have uh pharmacy benefits through uh Pharmavale, and I can get you that information if you need that.
[CUSTOMER][NEUTRAL] Right, uh, sure, yeah, [PII].
[AGENT][NEUTRAL] OK, so Farmerville, their phone number is [PII].
[CUSTOMER][NEUTRAL] Is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and then I've got that bin number uh for their farmvie as well.
[CUSTOMER][NEUTRAL] 34 and then I've got that, and we should have it on file, um, and what number would be good for, um, let's see for to call and I agree just to make sure with this other policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yes, absolutely it might have actually been the number that you called. The prompts at the beginning are a little bit confusing, but I will verify that. Give me just a moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It might have actually been the number that you called.
[CUSTOMER][NEUTRAL] OK, and it was, and I was like I don't know what to push.
[AGENT][POSITIVE] I know, um, that's what I'm almost positive because I think this is the number they have on their card. um, it was [PII]. Is that the number you called?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And that is, yes.
[AGENT][NEUTRAL] OK, so to reach them it would be option one.
[CUSTOMER][NEUTRAL] OK, so to reach them.
[CUSTOMER][POSITIVE] One OK all right then thank you so much.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You are very welcome. I'm sorry. I know it's very confusing. Did you have any other questions for me?
[CUSTOMER][POSITIVE] Oh, you're fine. That is all. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for giving us a call [PII] have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you. Bye-bye.