AccountId: 011433970860
ContactId: bc3fa69c-50f6-417a-9823-1fced9d68731
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306559 ms
Total Talk Time (AGENT): 91612 ms
Total Talk Time (CUSTOMER): 86699 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/bc3fa69c-50f6-417a-9823-1fced9d68731_20250513T19:19_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] Yeah, hi, this is [PII] calling from Pro Of checking for patients eligibility.
[AGENT][NEUTRAL] Eligibility?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can help you with the eligibility and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, my call back number is [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] The member's uh ID will be D as in David 47693874.
[AGENT][NEUTRAL] Thank you for that. And do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On the ID card, do you see anywhere that says um outpatient or inpatient policy er number?
[CUSTOMER][NEUTRAL] No, I have only the policy only.
[AGENT][NEUTRAL] OK, what's the member's first and last name?
[CUSTOMER][NEUTRAL] Mm, the patient's name will be [PII].
[AGENT][NEUTRAL] Can you spell the first and last name for me, please?
[CUSTOMER][NEUTRAL] Yeah, the first name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the last name?
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] I'm sorry, you lost me. [PII], and what's the rest?
[CUSTOMER][NEUTRAL] Is as [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, take it one time.
[AGENT][NEUTRAL] OK, and you said the spelling of the first name is [PII]?
[CUSTOMER][NEUTRAL] No, it's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so we don't have anyone in our systems by that name. Do you have the member's full social?
[CUSTOMER][NEUTRAL] Mm, that's some.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, we have don't have that access.
[AGENT][NEUTRAL] OK, so basically that D number is for 90 Degree benefits, which is a different company, so we can't use their policy number. Um, so either we would need the APL policy number or the full social to search and see if there's a policy here. The um member's first and last name is not pulling up anything.
[CUSTOMER][NEUTRAL] Yeah, OK, could you transfer the call to 903 that's it.
[AGENT][NEUTRAL] Um, let me see if I can find the number. Hold on, what you said, um, transfer you to 90 degree benefits?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on one moment. And before I do that, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, thank you for asking. Thanks for asking me and also.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL and hold on one moment for your transfer.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. Please select from the