AccountId: 011433970860
ContactId: baca18d8-a32c-441e-8603-058947211436
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296410 ms
Total Talk Time (AGENT): 150586 ms
Total Talk Time (CUSTOMER): 97368 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/baca18d8-a32c-441e-8603-058947211436_20250103T14:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm trying to check a patient's eligibility.
[AGENT][NEUTRAL] OK, you're only needing to verify eligibility and not benefits. Is that correct?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] First initial, my last name is [PII]
[AGENT][NEUTRAL] OK, thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number now, please.
[CUSTOMER][NEUTRAL] D as in Delta 47006209
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not an APL policy number. That is a 90 degree benefit number. Do you know if they also have a policy with APL?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess not sorry I guess I hit the wrong button.
[AGENT][NEUTRAL] That's, that's OK. Some of the members.
[CUSTOMER][NEUTRAL] That this number was the number that was on the back on the back of the card.
[AGENT][NEUTRAL] 8002568606.
[CUSTOMER][NEUTRAL] Well, actually the number is [PII], that's the number I dialed.
[AGENT][NEUTRAL] OK, so yes, ma'am. OK, so yes, ma'am. There's different options that take you to different places.
[AGENT][NEUTRAL] And option one is for 90 degree benefits or IMA if they only have.
[AGENT][NEUTRAL] A policy that begins with a D.
[AGENT][NEUTRAL] Again, some of these numbers have dual coverage and some do not.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Now, I'll be happy to try to see before I transfer you if they also have a policy with APL. What is the last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII], [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said the last name is [PII] [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] [PII] A. one moment.
[CUSTOMER][NEUTRAL] [PII] is what is in the system.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, so I did not show that there is a [PII] that has a currently active policy with APL. So I'll be happy to transfer you over to 90 degree benefits. And again if if for any reason the um call were to get disconnected or something to happen, you would just call that same number you originally dialed and select option one.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] You are very welcome. And can I help you with anything else today?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] OK. Well, thank you again then for calling APL Payment. I hope you have a very nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. One moment, please.
[CUSTOMER][NEUTRAL] Thank you for calling IMA, a 90 Degree Benefits Company, the administrator for benefits in a card members.
[CUSTOMER][NEUTRAL] Our office hours are [PII] Monday through Thursday and [PII] on Fridays. If you've reached this message, our offices are currently closed.
[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
[AGENT][NEUTRAL] OK, [PII], now, when I'm calling the number today, I'm getting, I don't, so I don't know if they may be currently having phone trouble, uh, but there was a recording with their hours, which states they're open from [PII] but Central time, but uh it's not, um, it's not giving me an option to go farther than that. Mhm. Now, I'll be happy to try and transfer you back over there so you can just hear the message.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Picking up
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If you would like for me to do that.
[CUSTOMER][NEUTRAL] Um, we can give it a try and see what happens.
[AGENT][NEUTRAL] OK. Well, I'll just transfer you then and release your call.
[CUSTOMER][NEUTRAL] And if they don't pick up I'll call it again OK.
[AGENT][NEUTRAL] OK. All right then. Well, I just wanted to let you know, yes, ma'am. You're welcome. One moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for calling