AccountId: 011433970860
ContactId: 966fb6f4-b772-43db-8518-fdb5eb986e74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365619 ms
Total Talk Time (AGENT): 94579 ms
Total Talk Time (CUSTOMER): 127278 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/966fb6f4-b772-43db-8518-fdb5eb986e74_20250612T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm with eligibility screening services at East Georgia Regional Medical Center, and I was calling to follow up on the visit a patient had to see if I could verify some information.
[AGENT][NEUTRAL] OK, may I have a callback number?
[CUSTOMER][POSITIVE] And benefits
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] May I have your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Oh, let's see.
[CUSTOMER][NEUTRAL] The policy number that I have.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] D 47.
[CUSTOMER][NEUTRAL] 696212
[AGENT][NEUTRAL] OK, that one's not our policy number. Do you have the card?
[CUSTOMER][NEUTRAL] So on the card that I have.
[CUSTOMER][NEUTRAL] It's uh.
[CUSTOMER][NEUTRAL] For medical benefit verification call 90 Degree benefits at.
[AGENT][NEUTRAL] Cause our
[CUSTOMER][NEUTRAL] Medical claim submission EDI payer ID and then mail but it does that's all that I have on the card.
[AGENT][NEGATIVE] So it doesn't even have the member's ID listed on it?
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] OK. Do you have the member's social?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] May I have that please?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And could you spell that first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I'm not pulling that member up in our system.
[CUSTOMER][NEUTRAL] So I have a copy of the front of the card and the copy and that's the copy of the back of the card that says to call that number and then on the front of the card.
[CUSTOMER][NEUTRAL] It says.
[CUSTOMER][NEUTRAL] See, pull it back up.
[AGENT][NEUTRAL] Because if you do it the our number will start with a 01 or 02.
[AGENT][NEUTRAL] The D number is for benefit in a car 90 degree that you would contact for.
[AGENT][POSITIVE] Benefits as well.
[CUSTOMER][NEUTRAL] Said something about surge too.
[AGENT][NEUTRAL] Is it surge?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So on the I'm trying to pull it back up.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] OK, so it looks like it says search group number 9476 employee ID47 that's ID number employee name [PII], medical coverage employee.
[CUSTOMER][NEUTRAL] Pharmacy Med impact.
[CUSTOMER][POSITIVE] Benefits in a card.
[AGENT][NEUTRAL] OK, so that will be the 90 degree.
[AGENT][NEUTRAL] Which is the number that you will contact to verify their benefits because on there it should also say, I believe ID or medical ID which would be our number that starts with a 01 or 02.
[CUSTOMER][NEUTRAL] Yeah, I don't see that anywhere, but the number, the 90 degree benefit number on the back of the card is the number that I dialed and got you.
[AGENT][NEUTRAL] No, 90 degrees number should be.
[AGENT][NEUTRAL] 180083.
[CUSTOMER][NEUTRAL] The number I dialed is [PII].
[AGENT][NEUTRAL] Yes, that's not our number. That is 90 degree. So, our number is 256.
[CUSTOMER][NEUTRAL] Well, I wonder how I got you on the phone then.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] I don't know because that's the number I called because I was looking at my phone right now, so it's [PII].
[AGENT][NEUTRAL] Yes, now I'm not sure if it's a certain option that you would choose and it would transfer over to us, but 90 Degree, they handle their preventative and wellness and then normally it would be transferred over to verify the benefits, but I'm not even able to pull that member name up in our system.
[CUSTOMER][POSITIVE] OK, alright well I will try it again thank you.
[AGENT][POSITIVE] OK, no problem. Thank you for calling American. Have a great day.
[CUSTOMER][NEUTRAL] Alright.