AccountId: 011433970860
ContactId: 95f65b97-a12f-483c-b0b7-ae383b813b91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179119 ms
Total Talk Time (AGENT): 82175 ms
Total Talk Time (CUSTOMER): 76858 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/95f65b97-a12f-483c-b0b7-ae383b813b91_20250530T15:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from Piedmont Hospital, and I'm calling to see if you all have received a claim from us.
[AGENT][NEUTRAL] OK, [PII], you're wanting to see if a claim has been received, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] Sure. It's D like dog, 46001486.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not an APO policy number, that is for 90 degree Benefits or IMA.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Were you trying to reach them or were you trying to reach APL?
[CUSTOMER][NEUTRAL] OK. Let me look.
[CUSTOMER][NEUTRAL] Um, give me one second. I gotta find the copy of the card again.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do do do.
[AGENT][NEUTRAL] Some of the members that have those D numbers have dual coverage with APLN 90 degree benefits and some of them only have one or the other.
[AGENT][NEUTRAL] That's why I was asking.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. So the copy of the card, um,
[AGENT][NEUTRAL] Does it have APL on it?
[CUSTOMER][NEUTRAL] Says on the back.
[CUSTOMER][NEUTRAL] Mm let me see 18.
[CUSTOMER][NEUTRAL] I do not see APL on here. Um, it says for providers to call 90 degree benefits [PII].
[AGENT][NEUTRAL] Mhm. And they're, when you call that number depending on the option that you select as to where you go, option one is for them and then option 2 would bring you here to APL.
[CUSTOMER][NEUTRAL] OK, so we just need to uh press option one.
[AGENT][NEUTRAL] Yes, ma'am, but I'll be happy to transfer you if you would like, if, if that is all the information that's on their card. So yes, ma'am, though if in the event, [PII], we get disconnected, just call that same number back and then just select option one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK. OK, great.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. Thank you for your help.
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, have a good day.
[AGENT][POSITIVE] OK, well, you too, and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. Mhm, one moment, I'll connect you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree. If you would like to participate, all agents are currently assisting.