AccountId: 011433970860
ContactId: c1372e62-e21a-4735-994c-fd188d606f48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211919 ms
Total Talk Time (AGENT): 93629 ms
Total Talk Time (CUSTOMER): 85788 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/c1372e62-e21a-4735-994c-fd188d606f48_20250108T15:18_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm with Baptist Healthcare. I need to check, um, eligibility and benefits for patient, please.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you with eligibility and benefits today. What is a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] D as in David 43222216
[AGENT][NEUTRAL] Now that is not the APL policy certificate number. Ours starts with a 0. Do you happen to have another number for the patient?
[CUSTOMER][NEUTRAL] Let me see, uh.
[CUSTOMER][NEUTRAL] There's nothing else listed here.
[AGENT][NEUTRAL] Alright, do you have the patient's social or we can do a name search?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, sure, it is the social is [PII] for [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, thank you. And what is [PII]'s date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. Now, I do have a dental policy for [PII].
[AGENT][NEUTRAL] Are you needing dental or medical?
[CUSTOMER][NEUTRAL] I need medical.
[AGENT][NEUTRAL] I'm checking she does not have medical with the APL only dental.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, on the card it says like this is put under benefits in a card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then there's another part on there that says it's also through 90 degree benefits.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So with that is that the same thing as APL?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Actually it is not so did you call the [PII] number and chose option two for medical?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII], yeah, I think I pressed number 2.
[AGENT][NEUTRAL] OK, so that's why you came to APL for medical. Now a lot of people that do have the 90 degree benefits does have medical coverage through APL. However, Ms. [PII] does not. Now, I can transfer you back to that number if you want to push one or choose one, and that is going to be for 90 degree benefits and they can provide you benefits that she has with them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][POSITIVE] Well [PII], it's been a pleasure to assist you. Is there anything else I can help you with before I transfer?
[CUSTOMER][POSITIVE] Um, no, that's gonna be it. Thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day. One moment please.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members.
[CUSTOMER][NEUTRAL] Please select from the following options to ensure you are directed to the appropriate party to answer your questions.
[CUSTOMER][NEUTRAL] For questions on IMA Mec wellness, MVP plans, or COBRA enrollment, please press 1.
[CUSTOMER][NEUTRAL] For questions on the APL hospital indemnity plans or dental coverage.