AccountId: 011433970860
ContactId: a47aae5f-29c0-4f19-ba7d-41b847b471ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291799 ms
Total Talk Time (AGENT): 79992 ms
Total Talk Time (CUSTOMER): 108549 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/a47aae5f-29c0-4f19-ba7d-41b847b471ef_20250428T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Um, yes, um,
[CUSTOMER][NEUTRAL] I'm calling on behalf of my daughter. She has this Medicaid card. She's trying to see if she's covered that they gave her through her job. She don't know anything about it, so I'm just trying to call to make sure to see if she is covered or not.
[AGENT][NEUTRAL] OK. Is there a policy number on it?
[CUSTOMER][NEUTRAL] Um, hold on.
[CUSTOMER][NEUTRAL] It just have a um
[CUSTOMER][NEUTRAL] Employee ID number and they say medical coverage employee.
[CUSTOMER][NEUTRAL] Surge
[AGENT][NEUTRAL] Um, or a policy certificate number.
[CUSTOMER][NEUTRAL] You got it, uh,
[CUSTOMER][NEUTRAL] Um, it's a medical claim submission EDI number.
[CUSTOMER][NEUTRAL] Pay your ID number.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I can look it up by her last name.
[CUSTOMER][NEUTRAL] Um, her last name is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The career trajectory.
[AGENT][NEUTRAL] I'm not pulling up anything in the system. Do you, does it have a group number on it?
[CUSTOMER][NEGATIVE] Depressive
[CUSTOMER][NEUTRAL] Uh, yeah, the group number is 9476.
[CUSTOMER][NEUTRAL] This is.
[AGENT][NEUTRAL] Yeah, I'm not showing anything under that group number either. Um, do you have her social by chance?
[CUSTOMER][NEUTRAL] What, what
[CUSTOMER][NEUTRAL] Uh, yeah, I, I'm reading on this. I guess it's like, she said she got through her job and they got like different um.
[CUSTOMER][NEUTRAL] Uh, medical and member, it says surge, it didn't say 90 degree benefits. I don't know what that is. But I do have a um
[CUSTOMER][NEUTRAL] I do have a social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I get it
[AGENT][NEUTRAL] Is that
[CUSTOMER][POSITIVE] OK, let me get it out for you.
[AGENT][NEUTRAL] Um, you said it said 90 degree benefits though, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, there's actually a different contact number for the 90 degree benefits.
[AGENT][NEUTRAL] We do some of their policies but uh not able to pull up anything with her name which it should if if she's in our system. Let me uh pull up that contact number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you do fine.
[CUSTOMER][NEUTRAL] So for right here.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, yeah, they have a different um carrier. It's called IMA.
[AGENT][NEUTRAL] And I can transfer you over there now is she available because they're probably not gonna talk I because I wouldn't be able to tell you anything either um unless she's available.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To get permission for you to talk.
[CUSTOMER][NEUTRAL] Right, now, she's at, she's at work. Yeah, she's at work right now.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] But um I'll just have her, I'll just have her to reach out and, and, and call them herself.
[AGENT][NEUTRAL] OK, do you want me to
[CUSTOMER][POSITIVE] And I just be there to help her guide her.
[AGENT][NEUTRAL] OK, sure. Uh, do you want that number then?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] You can go ahead.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and what's the name of this business?
[AGENT][NEUTRAL] Um, this one is IMA, so I, M as in Mary, A as in apple.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alrighty, and I have her call for when she get off and have a free day.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for your time. Thank you so much.
[AGENT][POSITIVE] Thanks for calling ATL. have a good day.
[CUSTOMER][NEUTRAL] You too.