AccountId: 011433970860
ContactId: b33f7cb0-6b2a-40cc-8cf2-29d27f32049d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345380 ms
Total Talk Time (AGENT): 96149 ms
Total Talk Time (CUSTOMER): 133193 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/b33f7cb0-6b2a-40cc-8cf2-29d27f32049d_20250212T19:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling on behalf of Southwest Healthcare Systems. I'm trying to obtain eligibility and claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the eligibility and the claim status. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course direct line is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] I have A as in Alpha, V as in Victor 0693640 that could be a different policy number. They did have SNS I think you guys are now handling the group.
[AGENT][NEUTRAL] Um, yes, it may be a different policy number. Do you have their full social?
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Yes, I have um [PII].
[AGENT][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] I apologize there's a lot going on in the background here.
[AGENT][NEUTRAL] [PII], I'm sorry. It's OK. [PII].
[CUSTOMER][NEUTRAL] I apologize.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so I'm just waiting for the policies to populate here.
[AGENT][NEUTRAL] And what is the member's first and last name?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] OK, this is a different social not.
[AGENT][NEUTRAL] Let me try it with the name. Um, can you spell the last name for me because it's not, it's not um coming up with the social.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Perhaps they're a dependent um their contact we have.
[CUSTOMER][NEUTRAL] Oh, that's [PII] and [PII]. OK, so uh first name is [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] And um this is the policyholder's date of um name or the patient?
[CUSTOMER][NEUTRAL] The patient.
[AGENT][NEUTRAL] OK. And what is the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you mind if I place you on just a brief hold while I search for the policy?
[CUSTOMER][POSITIVE] That's fine thank you.
[AGENT][NEUTRAL] You're welcome, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK close that out. [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Thank you so much for holding. So I'm not showing a a policy with that name either. Um,
[AGENT][NEUTRAL] Do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Um, I do, however, I did contact the name on the card, the SNS Health, and then they transferred me to, um, a different department. Um, it said something in regards to benefit card or benefits on a card, something like that and then they transferred me to American Public Life, um, and then I found an EOB.
[CUSTOMER][NEUTRAL] And now it's stating is a concierge um administrative services so there's a whole different.
[CUSTOMER][NEGATIVE] It doesn't match the cards.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It sounds like it might be 90 degree benefits, maybe.
[AGENT][NEUTRAL] Um, the phone number, was it an [PII] number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, first they gave me an [PII] and then they gave me a [PII], um, but I'll try and call this number on here. I'm not too sure if the group just kept hopping um.
[AGENT][NEUTRAL] Policies.
[CUSTOMER][POSITIVE] Around so yeah I can I can give them a call and see if I can find anything out on there um I thank you for your time, [PII].
[AGENT][POSITIVE] You're very welcome. Well, thank you for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][POSITIVE] Thank you. Bye bye.