AccountId: 011433970860
ContactId: b057ad08-af43-42ea-b45f-3f6c32b8a03f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 733609 ms
Total Talk Time (AGENT): 123519 ms
Total Talk Time (CUSTOMER): 160330 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/b057ad08-af43-42ea-b45f-3f6c32b8a03f_20250407T19:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, this is [PII] calling from Doctor [PII]'s office. I was calling to check to see if authorization was required.
[AGENT][NEUTRAL] No authorization is not required.
[CUSTOMER][NEUTRAL] For like any of the CPT codes?
[AGENT][NEUTRAL] No, so we're a secondary insurance, not the primary, so that's why.
[CUSTOMER][NEUTRAL] Oh, so this is, are you able to, if I give you the member's ID number, are you able to pull them up to make sure that.
[CUSTOMER][NEUTRAL] This is secondary because this is the only insurance that we have for him.
[AGENT][POSITIVE] Uh, yes, I can make sure.
[AGENT][NEUTRAL] Uh, do you have the policy number by chance?
[CUSTOMER][NEUTRAL] OK um.
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I believe it's D as in dog.
[CUSTOMER][NEUTRAL] 433-02090
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Is there a policy certificate number on the card?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] So I show his um employer ID.
[AGENT][NEUTRAL] Mm, I should say policy certificate.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't even yeah it says 90 degrees.
[CUSTOMER][NEUTRAL] I have the payer ID employee spouse.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. If not, um, I can just get.
[CUSTOMER][NEUTRAL] Where did they get this?
[AGENT][NEUTRAL] I can just get their first and last name.
[CUSTOMER][NEUTRAL] OK, yeah, I'm like how did they oh, that's where they got it they got it from the employee ID number.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh Lord, um, his first name is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then last name is [PII].
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. And then do you have the mailing address by chance?
[CUSTOMER][NEUTRAL] Um, the mailing address we have on file for him is [PII].
[CUSTOMER][NEUTRAL] Pudding, I don't know if that's [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then what is his date of birth?
[CUSTOMER][NEUTRAL] His date of birth is [PII].
[AGENT][POSITIVE] Perfect. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. Can I just put you on a brief hold? It looks like there's quite a bit of [PII]'s. I'm gonna filter them out really quick, OK?
[CUSTOMER][POSITIVE] OK, no, not a problem thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hey, thank you for holding. So,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, what, can I ask you what phone number you dialed by chance?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Were you able to find him?
[AGENT][NEUTRAL] Yes, there's just multiple on here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like I'll have to transfer you over to 90 Degrees. Uh, just one moment, and they will take care of you, OK?
[CUSTOMER][NEUTRAL] OK, do you have their phone number so I can.
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] I do.
[AGENT][NEUTRAL] So their phone number is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then when it starts ringing, um, you are going to click option one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you, do you just want to give them a call or or would you like me to transfer you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] If you're able to transfer me that's great.
[AGENT][NEUTRAL] OK. Just one second, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. Please select from the following options to ensure you are directed to the appropriate party to answer your questions. For questions on IMA Mec Wellness, MVP plans, or COBR enrollment, please press 1. For questions on the APL hospital indemnity plans or dental coverage, please press 2. For questions on the Vision plan, please press 3.
[CUSTOMER][NEUTRAL] If you are an employee and you have questions on your active enrollment, if you would like to participate in a quick survey after the call, invalid input was entered.
[CUSTOMER][NEUTRAL] If you would like to participate in a quick survey after the call to rate your service with us, please press 1. Press 2 if no.
[CUSTOMER][NEUTRAL] All agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.
[AGENT][NEUTRAL] Hey, thank you for holding. So, I am going to swap you over to 90 Degree, OK? And you will just give them the patient's first and last name, and they will look that policy up for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] OK, oh sorry, all the reps are busy right now, so you'll just hear music.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, but it's just, uh, someone will answer the phone in just a minute.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thanks. Bye.
[CUSTOMER][NEUTRAL] OK bye bye.