AccountId: 011433970860
ContactId: cb158688-df8e-4fa8-a787-e164c3b6026a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389760 ms
Total Talk Time (AGENT): 142090 ms
Total Talk Time (CUSTOMER): 221402 ms
Interruptions: 3
Overall Sentiment: AGENT=2.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/cb158688-df8e-4fa8-a787-e164c3b6026a_20250417T15:14_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] Hello, [PII]. How are you? My name is [PII] and I'm calling from Lexington Medical Center.
[CUSTOMER][NEUTRAL] And uh I'm calling to get an inpatient preset on the patient if I may.
[AGENT][POSITIVE] Well, [PII], it would be my pleasure to assist you. What is your, uh, callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please, ma'am?
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Let's see what I have here policy certificate is 0.
[CUSTOMER][NEUTRAL] 259-9013
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh patient's name is [PII] I can't pronounce it.
[AGENT][POSITIVE] Sounds good.
[AGENT][NEUTRAL] Date of birth.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Date of birth.
[CUSTOMER][NEUTRAL] Alright, let me go back to him because um I've been trying to multitask a little bit, so um.
[AGENT][POSITIVE] I hear you girl. I got you.
[CUSTOMER][POSITIVE] Yeah, trying to do the best I can.
[CUSTOMER][NEGATIVE] Alright, so, alright, let me get out of this one that I'm in. Oh, this, this portal's been driving me crazy.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, I can't seem to get him to work for me val. OK, so let's go to him. I have to find him in my.
[CUSTOMER][NEUTRAL] Previous, uh.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Alright, here we go. His date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And I can help you with that precert information for [PII]. We'll just call him [PII] cause I don't know about that last word either name.
[CUSTOMER][NEUTRAL] Yeah, OK, can I ask you a question? What is your first, what's your name? what's your first name or your name?
[AGENT][NEUTRAL] Sure. My name is [PII]
[AGENT][NEUTRAL] First initial last name [PII].
[CUSTOMER][NEUTRAL] OK, now Ms. [PII], I do have two cards here and I don't know whether I have a um 90 degree card.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then it says multi plan on it. I don't know whether you would know anything about this one.
[CUSTOMER][NEUTRAL] And then I have the APL so.
[AGENT][NEUTRAL] Yeah, so the multi plan the.
[CUSTOMER][NEUTRAL] I don't know which one is the primary. Are we the same thing?
[AGENT][NEUTRAL] So the 90 degrees is for preventive and wellness benefits.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] So what does that mean?
[AGENT][NEUTRAL] For medical it would be the APL card is what you would use for medical.
[CUSTOMER][NEUTRAL] OK, so this card really doesn't play a part right now.
[CUSTOMER][NEUTRAL] That preventive one, that 90 degree, OK, so that one is not gonna do me any good, so 8, so no preser is required for that one that's for more of a medical doctor and stuff like that.
[AGENT][POSITIVE] The I, that's right.
[AGENT][NEUTRAL] Right, for the APL for any medical situations, um, for medical, uh, procedures, um.
[CUSTOMER][NEUTRAL] Like, you know, if he's going to the uh.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] There's no pre-cert required. It's a limited medical plan.
[CUSTOMER][NEUTRAL] For the AOP mhm.
[CUSTOMER][NEUTRAL] OK, no off mhm, and for the MetLife one that um 90 degree one.
[CUSTOMER][NEUTRAL] What does that cover? Like, um, what does that one cover? Would you be able to tell me that? or preventive?
[AGENT][NEUTRAL] Preventive
[AGENT][NEUTRAL] Pre yeah, preventive and wellness, but I don't know specific benefits because it's a different company.
[CUSTOMER][NEUTRAL] So I need to call that one too, or that's just preventive I don't need to mess with that one.
[CUSTOMER][NEUTRAL] I don't think so.
[AGENT][NEUTRAL] If it's, yeah, if it's for medical. Now, um,
[AGENT][NEUTRAL] It does participate in the multi-plan network, but it's not required on the medical.
[CUSTOMER][NEUTRAL] On your APL, right?
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Alright, Ms. [PII], is it a um call reference number?
[AGENT][NEUTRAL] Call reference number is my name and today's date, and I spelled, did I already spell my name? I think I did.
[CUSTOMER][NEUTRAL] Spell it again for me, please. Yeah, you did. What is it? A?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's [PII], first initial last name, [PII].
[CUSTOMER][NEUTRAL] First
[CUSTOMER][NEUTRAL] OK, so I guess I need to call this Metlife one this 90 degree and just check to see, but most of the time it's just preventive stuff, so that wouldn't be really applying to this.
[CUSTOMER][NEUTRAL] I don't think so anyway.
[CUSTOMER][NEGATIVE] Medical benefits verification customer service please call 90 degree, but when I call the number, believe it or not, when I called this number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You came up and you calling me with APL, so I think y'all about somewhat of the same so to be honest with you, I ain't gonna tell no story but.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, so what the um if you need to speak with 90 Degree regarding wellness or benefit or preventive, you would choose option one. For medical, you choose option 2, and that's why you came to me.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, because preventative stuff, that's like a wellness type of thing and that really wouldn't be.
[CUSTOMER][NEUTRAL] Us
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] When you think of an inpatient, OK then, well thank you so much. I don't do I need to load both of these insurances in? I don't know.
[CUSTOMER][NEUTRAL] Um, most of these are limited benefit plans, so no deduction uh to find a provider.
[CUSTOMER][NEUTRAL] Uh, claims and benefits go to, um, medical claims and benefits, benefits and a and a card, uh, 90 degrees. So do you have a benefit? I mean, where I would file claims that would y'all have that?
[AGENT][NEUTRAL] Yeah, it would go, it would go to that address, um, if you're a multi plan provider that will go to multi plan for repricing and then they forward the claim for medical processing to APL.
[CUSTOMER][NEUTRAL] OK then, alright, um, so this would go on the APL American Public Life and no free service is required.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, thank you, thank you so much [PII].
[AGENT][POSITIVE] It's been a pleasure to assist you with that claim status, [PII] and anything else I can help you with today?
[CUSTOMER][POSITIVE] I appreciate you.
[CUSTOMER][NEUTRAL] No, that's about it.
[AGENT][POSITIVE] And thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You as well, mhm.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.