AccountId: 011433970860
ContactId: 90006f4f-d600-4558-8f4d-91e687277724
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415130 ms
Total Talk Time (AGENT): 100917 ms
Total Talk Time (CUSTOMER): 228364 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/90006f4f-d600-4558-8f4d-91e687277724_20250328T13:15_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII] and I'm calling from Medical University of South Carolina, and the reason for my call is I've gone on to your portal twice to try to pull up, um, I usually don't have a problem with 90 degrees to pull up this patient's policy to see if it's eligible, and it's telling me to call you folks so I don't even know if I'm connected to the right line.
[CUSTOMER][NEUTRAL] I have the card member's card in front of me I'm they're not in front of me but I have it off of our portal and I'm hoping you can just verify if this is an active card.
[AGENT][NEUTRAL] OK. Do you have a callback number I can get in case we get disconnected? I can call you back?
[CUSTOMER][NEUTRAL] Yeah, I'm gonna give you my cell phone [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, so the policy number on the card says D as in David, 43732725.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have their social?
[CUSTOMER][NEUTRAL] Uh, hold on just a second.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you for helping me.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Do you know whose name is the, is it in her name, the policy?
[CUSTOMER][NEUTRAL] Well, let me look at the card um.
[CUSTOMER][NEUTRAL] OK, well, the card has employee's name [PII].
[CUSTOMER][NEUTRAL] Oh, it has it under heart. Oh look at me. I'm wondering if that is the problem on your portal. I'm wondering if she changed her name. Sorry, I'm talking outside out out loud to myself don't hate me, um.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] But the policy would be in her name?
[CUSTOMER][NEUTRAL] I'm wondering if that it's so.
[CUSTOMER][NEUTRAL] I believe so. I don't think she's married to someone also named [PII] because on this employee name it says [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, here's my, yeah, [PII] Hold on, let me see if I can get back into your system.
[CUSTOMER][NEUTRAL] Let me see if this works while I got you on the phone just a minute.
[CUSTOMER][NEUTRAL] 73
[CUSTOMER][NEUTRAL] 5 1st name.
[CUSTOMER][NEUTRAL] Oh, actually the portal doesn't ask for her last name.
[CUSTOMER][NEGATIVE] Your portal doesn't ask that. It, it asks for her first name. Maybe that's why I'm having so many issues.
[CUSTOMER][NEUTRAL] I mean I've got the card in front of me and it did tell me to call. I mean it's got it right on here 90 degrees.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, that's um.
[CUSTOMER][NEUTRAL] Call 90 degrees benefits.
[AGENT][NEUTRAL] I think that's her wellness policy. Um, I do not see her social in our system. So, how do you spell her first name, [PII], or?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then her name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Well, we have a Lexus Mac, but on the card the benefit.
[AGENT][NEUTRAL] M [PII] K.
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] M [PII] Yes. Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I do not see her name or hers.
[CUSTOMER][NEUTRAL] And I called this number is because it's telling me.
[AGENT][NEUTRAL] I do not see her name or her social.
[CUSTOMER][NEUTRAL] You don't see her name.
[CUSTOMER][NEUTRAL] Oh boy, OK.
[AGENT][NEUTRAL] I looked on Mac and I looked on their heart.
[CUSTOMER][NEUTRAL] So even though
[CUSTOMER][NEUTRAL] OK, so when I call 90 Degree, am I, am I talking and like did I connect with the wrong place or?
[AGENT][NEUTRAL] It's, this is American.
[CUSTOMER][NEUTRAL] Or you would be able to pull up.
[AGENT][NEUTRAL] It's American Public Life Insurance. If she had a policy with us, yeah, I would be able to pull it up.
[CUSTOMER][NEUTRAL] OK, so then I'm not calling 90 degrees.
[AGENT][NEUTRAL] This is APL.
[CUSTOMER][NEUTRAL] OK, because right on the card it says call 90 degree benefits [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Huh, alright, well I don't know what to do at this point. Alright, so [PII], you're not able to find this. Are there different when I call this, this phone policy or this this this number for 90 Degrees? Is it just going to different vendors?
[AGENT][NEUTRAL] That I'm not sure now. We do have some policy through them. They, they usually have a policy, wellness policy through them and then a medical policy through us, but I do not see her name in our system, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She just may have their policy.
[CUSTOMER][NEUTRAL] Oh, OK, and [PII], your name?
[CUSTOMER][NEUTRAL] Who's who's, what do you mean she has their their policy? Who's they?
[AGENT][NEUTRAL] The 90 degree, the.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright [PII], what is your last name again with what letter?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And and I'm actually calling what is the name that I just called?
[AGENT][NEUTRAL] It's APL American Public Life Insurance. Mhm.
[CUSTOMER][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] OK, American.
[CUSTOMER][NEUTRAL] Public life.
[CUSTOMER][NEUTRAL] Insurance, OK.
[CUSTOMER][POSITIVE] All right, well, let me go back to scratch here all right I appreciate your time thank you.
[AGENT][POSITIVE] You're welcome. Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.