AccountId: 011433970860
ContactId: 8a163900-efe4-4ee3-ad6c-fc773a75df91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253759 ms
Total Talk Time (AGENT): 122779 ms
Total Talk Time (CUSTOMER): 103373 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/8a163900-efe4-4ee3-ad6c-fc773a75df91_20250227T19:23_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII]. I hope you can help me. I have a patient that has come to see us, and she, and she is needing some, some some procedures done for specialty care, and I was wondering if you could tell me some coverage for a couple of benefits, codes or procedures, diagnostics.
[AGENT][POSITIVE] I hope I came in too.
[AGENT][NEUTRAL] Can I have your name and the callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. My callback number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what's the policy number of the member [PII]?
[CUSTOMER][NEUTRAL] OK, now is it the member ID? Is that what you're wanting? Because I called 90 Degree Benefits and it's a multi plan so you can still get it through that the D as in dog 437.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, what, mm.
[AGENT][NEUTRAL] No, ma'am, I don't mean to cut you off, um.
[CUSTOMER][NEUTRAL] OK, that's not what you want?
[AGENT][NEUTRAL] Do you have a member of social?
[CUSTOMER][NEUTRAL] Uh, you may have to
[CUSTOMER][NEUTRAL] I, uh, hold on a minute, let me go back and look on her registration and see if we got her social. Hold on just a moment.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] Yes I do.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] With the uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is this member's name, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So let me give you her policy number for here in American Public Life.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] It is 253-791-1. It's 253-791-1.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], I'm gonna have to transfer you to the correct queue.
[AGENT][POSITIVE] To the correct um department so they can assist you with this information, OK? You're calling to verify uh uh you're fine, you're fine, and we're gonna get make sure we get you some help.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, I didn't know which cube. None of them really fit. Well, you're wonderful, sweetheart.
[AGENT][NEUTRAL] So you want to verify if procedure codes are covered under the policy, correct? That's what, that's your concern for today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes, and if they need a prior authorization, which I don't know if they will for this.
[AGENT][NEUTRAL] OK, so let me
[AGENT][NEUTRAL] OK, so let me transfer you to them, but I'm gonna let them know what you need and so you won't have to repeat yourself. Hold one moment, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome, hold one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], how you doing?
[CUSTOMER][POSITIVE] Good doing well thank you how are you?
[AGENT][NEUTRAL] I'm great, thanks for asking, [PII]. Um, Lord [PII], I'm just changed your whole name, [PII], this is [PII] claims and claims. I have a member on the phone, a provider on the phone. She's calling about a HI claim, I mean a HI policy and she wants to provide procedure codes. Now, I could have read the policy benefits to her, but when it comes to the procedure codes and stuff, I can't help her with that.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready for the policy number.
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] Go ahead, child.
[AGENT][NEUTRAL] It is 253-791-1. It's 253-791-1 is for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the caller name is [PII]. I verified all [PII]'s information, and [PII]'s callback number is [PII].
[CUSTOMER][NEUTRAL] And you said it's a provider correct?
[AGENT][NEUTRAL] Yes, that's correct. So let me transfer over to you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That's fine, thank you so much.
[AGENT][POSITIVE] Thank you, [PII]. Have a good one.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Hello [PII]. I'm gonna transfer you over to [PII] so she can better assist you. But thanks for calling APL and you have a great day. You're welcome. Goodbye.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.