AccountId: 011433970860
ContactId: bd638f76-4690-4612-8c1a-0b0c5b8bba87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271559 ms
Total Talk Time (AGENT): 135955 ms
Total Talk Time (CUSTOMER): 94635 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/bd638f76-4690-4612-8c1a-0b0c5b8bba87_20250502T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to verify a patient's benefits. I don't think I'm in the right, the right place, um, but when I tried to choose the other option, it made me just leave a voicemail so.
[AGENT][POSITIVE] Oh, you're OK. I can check benefits for you, sure, um, what was your name?
[CUSTOMER][NEUTRAL] Um, what information do you need?
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is D468-023-02.
[AGENT][NEUTRAL] OK, now I understand what you mean when you said that you don't think you're in the right place. OK, so yes, that's because of that policy number that is through 90 degree benefit. You probably did select the right option. I think sometimes did you select option one originally?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Well, when I selected option one initially it's like saying like cobra enrollment and stuff like that and when I pressed it it directed me straight to voicemail didn't even prompt me to go through to a person.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Right, and it's very confusing, but that is the correct prompt. Was it the [PII] or [PII], is that the number that you called?
[CUSTOMER][NEUTRAL] Yes, that's the number I called.
[AGENT][NEUTRAL] [PII], I think. Yeah, yeah, that's, that's the right one. so unfortunately, that again, that's not a policy number of hours that is through 90 degree benefits, so I wouldn't be able to look anything up with that. Um, however, I can look to see if they might have a policy with us, as most of the time they are part of a multi-plan. Um, do you have the member's social by chance?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I think that's.
[CUSTOMER][NEGATIVE] I don't think we do because he's a new patient. No, I don't have his social.
[AGENT][NEUTRAL] OK, that's all right um the only other way I can search is um if you wouldn't mind spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] Yes, the first name is gonna be [PII] and that's spelled [PII] Last name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Only problem with names like those is there's probably gonna be a million of them, so you'll have to bear with me just a moment. Let's see. No, no, it's not your fault. Um, what state, uh, does this number live in?
[CUSTOMER][POSITIVE] Mm, I know. I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Yes, we've got several. So bear with me just a moment.
[AGENT][NEUTRAL] You wouldn't happen to have the actual street address, would you?
[CUSTOMER][NEUTRAL] Uh, his address that we have on file is gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I can't filter out that way, but that might help a bit. So bear with me just a moment.
[CUSTOMER][POSITIVE] Mhm, no problem.
[AGENT][NEUTRAL] And I'm sorry, just to confirm, [PII], was this for a medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEGATIVE] It was not. OK.
[AGENT][NEUTRAL] All right, no, I sure don't. Um, I don't have a [PII], um, in [PII] with an active policy with us. Um, so it unfortunately would have to go to 90 degree benefits. I'm so sorry about that.
[CUSTOMER][POSITIVE] Yeah, that's fine, no problem, thank you.
[AGENT][NEUTRAL] Of course. Was there anything else I could do to help?
[CUSTOMER][NEUTRAL] No that's all. Can you just get me transferred over there?
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] I can definitely try to transfer you for sure. Give me just a moment.
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][NEUTRAL] I can't promise he might get their voicemail again, but give it a try at least.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right well thank you I hope you have a great rest of your day. I'm just gonna put you on a brief hold for a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You too thank you so much.
[AGENT][POSITIVE] Thanks. Bye bye.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling. If you would like to