AccountId: 011433970860
ContactId: a685f115-25c4-44cc-bac6-69e071b9541e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 559559 ms
Total Talk Time (AGENT): 213508 ms
Total Talk Time (CUSTOMER): 184554 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/a685f115-25c4-44cc-bac6-69e071b9541e_20250219T19:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, [PII], I am checking uh claim status please to see if you have a claim.
[AGENT][NEUTRAL] OK, are you calling from a provider's office, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you're needing to check up to see if we have a claim on file, is that correct claim status?
[CUSTOMER][NEUTRAL] Yeah. Mhm. Yeah.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Can you spell your name for me?
[CUSTOMER][NEUTRAL] Yes, uh [PII]
[AGENT][NEUTRAL] Oh [PII], OK, I'm sorry I just misunderstood you. OK, [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Uh, it's D as in David 47694395.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not an APL policy number, that is a 90 degree benefit number. Some of these numbers also have policies with APL. Uh, do you know if they do or do you know that they only have a policy with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] No need for a benefit.
[CUSTOMER][NEUTRAL] Um, I did see another number on file, so I would try that. It did say 90 degree on the card as well. I would try to call them, so maybe that's what it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, I can transfer you, but if you would like, I can try and check to see if the patient has a policy with us also so that you don't have to be connected back over.
[CUSTOMER][POSITIVE] OK, alright, yes please.
[AGENT][NEUTRAL] Do you happen to have the full social of the subscriber on the policy?
[CUSTOMER][NEUTRAL] The social and the city.
[CUSTOMER][NEUTRAL] No, and I have a, I have a cop of the carbito social.
[AGENT][NEUTRAL] OK, on the card, that member ID number that you gave me, that's the only number on there?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, there's a group number, the employee ID number.
[AGENT][NEUTRAL] Is that the D number?
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] And what is the last name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So there's
[CUSTOMER][NEUTRAL] Uh, there's like 4 names um.
[AGENT][NEUTRAL] What's this, what's the name on the
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] On the ID card that you have.
[CUSTOMER][NEUTRAL] So the name is.
[CUSTOMER][NEUTRAL] So it's, it's uh [PII]
[CUSTOMER][NEUTRAL] So maybe it's [PII], maybe his last name?
[AGENT][NEUTRAL] OK. So [PII] Is that correct?
[CUSTOMER][NEUTRAL] Yeah, uh-huh.
[AGENT][NEUTRAL] OK, so all I can do is try and see what we can come up with.
[AGENT][NEUTRAL] And again, what is the first name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And uh then I don't know if [PII] is a middle name or part of the first name.
[AGENT][NEUTRAL] Hang on
[AGENT][NEUTRAL] And how did they spell that?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um [PII]
[AGENT][NEUTRAL] OK, alright, well let's see if we can find anything in our system with any of those names.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] What state do they live in?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, so there's nothing under just [PII].
[AGENT][NEUTRAL] I'm trying the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh you know what, in the back of the car and I stroll down destairs.
[CUSTOMER][NEUTRAL] For Marco Per.
[AGENT][NEUTRAL] And on the front of the ID card that has
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] That first name [PII] is on the front of the ID card.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so there's no one in our system by that name. So I'll be happy to connect you over [PII] with 90 degree benefits. Now, did you call a 1-800-833 number?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To reach me.
[CUSTOMER][NEUTRAL] Uh, and I call [PII] they transfer me.
[AGENT][NEUTRAL] So you call benefits in a card. OK. So the uh phone number that should be on that card since that number has a D number on there, you should see a [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 429. OK, yeah, there it is right there.
[AGENT][NEUTRAL] Do you see that? OK, so if you call that number, you need to select option one because one of the other options will bring you back here to APL.
[CUSTOMER][NEUTRAL] Do not, yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, OK, so option one.
[AGENT][NEUTRAL] OK, so I'm gonna, I'm gonna connect you, but if for some reason our call gets lost, same that same number [PII] and option one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate your time, your patience and, and helping on that. So thank you.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Yes, ma'am. Well, you're certainly welcome. Absolutely, [PII] was my pleasure. So is there anything else that I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that is it thank you again.
[AGENT][POSITIVE] OK, well, well, you're welcome and thank you again for calling APL. I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. So one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for calling 90.
[CUSTOMER][POSITIVE] We appreciate your patien[PII]. Please remain on the line, and we will be with you shortly.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][NEUTRAL] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly. Press 1 to leave a voicemail.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][NEUTRAL] If you
[AGENT][NEUTRAL] Hi [PII], this is still [PII]. So I was trying to remain on the line until one of their representatives picks up, but it is um giving a message that there's a lengthy delay and then it does offer an option um to leave a voicemail and someone would return your call, but I didn't want to just drop you into the voicemail, but would you like for me to transfer you? They may pick up this time, but I didn't, like I said, I didn't wanna just drop you.
[CUSTOMER][NEUTRAL] OK, I'll call, yeah. No.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] Yeah, you just drop, drop me off, you, yes, please and thank you. Yeah, well, thank you. I appreciate that. Thank you again.
[AGENT][NEUTRAL] In the voicemail without letting you know. You're welcome. OK.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome. I will be glad to transfer you back over.
[CUSTOMER][POSITIVE] Alrighty
[AGENT][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol precios.
[AGENT][NEUTRAL] All right, let me try this one more time.
[CUSTOMER][POSITIVE] OK, it's nice and call.
[AGENT][NEUTRAL] That's OK. Um, that's OK. I just hit the wrong number, so one moment.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for calling. All agents are.