AccountId: 011433970860
ContactId: 8fb64fee-e022-4c1d-9406-49663acb612b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287000 ms
Total Talk Time (AGENT): 122562 ms
Total Talk Time (CUSTOMER): 75589 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/8fb64fee-e022-4c1d-9406-49663acb612b_20250502T19:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling for eligibility and benefits please.
[AGENT][NEUTRAL] OK, you need eligibility and benefits for a member, is that correct?
[CUSTOMER][NEUTRAL] I do.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with please?
[CUSTOMER][NEUTRAL] This is [PII] calling from Overa McKinnon Hospital.
[AGENT][POSITIVE] OK, [PII], thank you and what is a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Um, that is D as in David, 43223334.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not an APO policy number, that is a 90 degree benefit number.
[AGENT][NEUTRAL] Were you trying to reach 90 degrees or does this patient also have a policy with APL?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, this is the only policy I have, and I don't have a card, so I was just reaching.
[AGENT][NEUTRAL] OK, so the
[CUSTOMER][NEUTRAL] Do you have a number that I could give for them?
[AGENT][NEUTRAL] I do, and then I could transfer you, yes ma'am. Um, the phone number for them is going to be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], some of the numbers, did you call that number today to reach me?
[CUSTOMER][NEUTRAL] No, I didn't.
[AGENT][NEUTRAL] OK, so do you mind me asking where our number came from?
[CUSTOMER][NEUTRAL] It was the one that was listed on the account and I don't know where that came from.
[AGENT][NEUTRAL] OK, now some of the members have dual coverage when they have that the number. Some do, some don't. Now I'll be happy to see before I transfer you if they also have a policy with APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] So that you're not transferred back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, whichever is easiest for you.
[AGENT][NEUTRAL] OK, do you have any additional information, um, a full social? If not, I can try by your name, but I cannot search by date of birth.
[CUSTOMER][NEUTRAL] Let me check if there's a social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't have a social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] His name would be [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] So [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] Still searching.
[AGENT][NEUTRAL] And you're calling is this for medical which you're needing eligibility and benefits?
[CUSTOMER][NEUTRAL] Yes, he's coming in as a.
[CUSTOMER][NEUTRAL] Surgical um.
[CUSTOMER][NEUTRAL] Patient on Monday for same day surgery.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do not have a [PII] that has a medical policy with APO.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I will be happy though to get you connected over to um 90 degree benefits and again should we get disconnected call that number that I gave you and it would be option 1.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK. Well, you're very welcome. So again, is there anything else I can help you with before I transfer you?
[CUSTOMER][POSITIVE] No, that takes care of it. Thank you.
[AGENT][POSITIVE] OK. Well, you're welcome and thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] All right. Thank you, [PII]. One moment, please.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. The if you would like to participate in a quick survey after the call, we're sorry, but all agents are.