AccountId: 011433970860
ContactId: 8062169f-5d05-48b5-ac91-ddfd49a068f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266950 ms
Total Talk Time (AGENT): 161980 ms
Total Talk Time (CUSTOMER): 89903 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/8062169f-5d05-48b5-ac91-ddfd49a068f8_20250415T20:07_UTC.wav
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[AGENT][POSITIVE] Good, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm trying to, trying to find uh or get benefits on a patient please.
[AGENT][NEUTRAL] OK, you're only needing benefits. You do not need eligibility, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Well, I mean, both, yeah. I mean, she's not eligible like that, yeah.
[AGENT][NEUTRAL] OK, yes, ma'am.
[AGENT][NEUTRAL] I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] This [PII].
[AGENT][POSITIVE] Thank you, and [PII], what's a good callback number for you?
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][POSITIVE] I'd love to hear from
[CUSTOMER][NEUTRAL] Yes, it's D 437312-10.
[AGENT][NEUTRAL] OK, thank you, but [PII], that's not an APL policy number, that's a 90 degree benefit number. Were you trying to reach 90 degree benefits or APL?
[CUSTOMER][NEUTRAL] Uh oh, OK.
[CUSTOMER][NEUTRAL] I, yeah, I guess, yes, yes, yes, 90 degrees.
[AGENT][NEUTRAL] 90. OK, so I can connect you over with them now. The did you call an [PII] number?
[CUSTOMER][NEUTRAL] Um, let me see what it called, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Oh, I don't even know what that number is.
[AGENT][NEUTRAL] I've never even heard of that number. OK. Um, yes, ma'am. So, I can connect based on that D number, that would be a 90 degree benefit number and the number on the ID card should be [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Or is the number
[CUSTOMER][NEUTRAL] Oh yeah it is. I'm sorry. I just like yeah it is [PII] yes.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you just needed to have selected option number one, but I'll be happy to connect you. So if something happens with the call it is that number and option one.
[CUSTOMER][NEUTRAL] And OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm gonna write this down from now on. OK, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, you're welcome. So is there anything else that I can help you with before I connect you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] No, that's all I need thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and I hope you have a nice rest of your day.
[CUSTOMER][POSITIVE] Thank you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. One moment.
[CUSTOMER][NEUTRAL] Thank you for calling. If you would like to participate in a quick survey after the call to
[CUSTOMER][POSITIVE] Thank you for calling out of your benefits. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Oh hey [PII], it's [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][POSITIVE] I'm good, thank you. Can I ask you a question right quick before I tell you about this caller?
[AGENT][NEUTRAL] We, I haven't talked to [PII] in a while. Are you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] is no longer with us.
[AGENT][NEUTRAL] Is she still there?
[AGENT][NEUTRAL] Oh, she's not.
[CUSTOMER][NEUTRAL] She's not.
[AGENT][NEUTRAL] OK. OK. Well, all right then. I just used to talk to her all the time and I haven't talked to her in a while. I just didn't, I haven't asked you, so, OK, then. Well, so you're our new person?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] I am the new big manager um I am helping out with customer service until we hire someone full time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, [PII]. All right then. Well, thank you. I wasn't trying to be nosy. I was just making sure, you know, that nothing was hap had happened to her bad, you know. So, OK, well, I have a provider on the line, a provider's office. The lady's name is [PII], and she said that she was actually trying to reach 90 degree benefits. She just really selected the wrong option because she gave me a D number.
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] I understand.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Um, the number, I believe, I got it all down. Sometimes I don't catch all of that number, but I think she said D43731210 but I don't have the name.
[CUSTOMER][NEUTRAL] Oh, you don't have the name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, we didn't get that far because she said she was trying to reach IMA. I mean, you all, not us.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] All right. Well, are you ready to speak to [PII]?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] I am.
[AGENT][POSITIVE] Thank you so much and nice talking to you and have a nice evening.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.