AccountId: 011433970860
ContactId: d0341b8c-42d0-4931-a336-249d57c47d8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361190 ms
Total Talk Time (AGENT): 154923 ms
Total Talk Time (CUSTOMER): 151859 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/d0341b8c-42d0-4931-a336-249d57c47d8b_20250409T12:03_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] Hi [PII], my name's [PII] and I'm calling from Advance ENT. I'm trying to verify coverage and eligibility for a patient's plan.
[AGENT][NEUTRAL] OK [PII], so you're needing to verify eligibility and benefit information, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with those things. And [PII], what is a callback number for you, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And then my extension is [PII].
[AGENT][NEUTRAL] OK, thank you and [PII], what is the member's policy number please?
[CUSTOMER][NEUTRAL] It is D47695024.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not an APO policy number. That is not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 90 degree benefit number.
[AGENT][NEUTRAL] So there's also have policies with APL, but there would be a different policy number.
[AGENT][NEUTRAL] On their ID card for APO.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] That's the only thing it's showing me on the card. It's showing it's a multi plan card and then it says it's the employee ID only on here.
[AGENT][NEUTRAL] So that's for 90, and does it say IMA or 90 degree benefits?
[CUSTOMER][NEUTRAL] So you like
[CUSTOMER][NEUTRAL] On the back of the card it does and then on the front it says search pharmacy and medical.
[AGENT][NEUTRAL] OK. Now, do you, is your patient the policy holder, the subscriber?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Do you happen to have the full social? Some of these members have dual coverage with APL and 90 degree benefits, but not all of them.
[AGENT][NEUTRAL] I could try and look.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] To see if they have a policy with us.
[CUSTOMER][NEUTRAL] I do have this.
[CUSTOMER][NEUTRAL] OK, I do have a social.
[AGENT][NEUTRAL] OK, one moment then. All right. Go ahead. I'm ready.
[CUSTOMER][NEUTRAL] Um, which is
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][NEUTRAL] Mm, that's OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. So give me one moment please to see if I can locate a member with that information and I wanna just repeat that back to you. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm not able to pull anything up in our system here at APO with that information. Now when you called in [PII], did you call an [PII] phone number?
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so depending on the option that you select when you call that number as to where it will take you, option one would be for 90 degree benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] For that D number. Now I'll be happy to connect you over, but if for any reason we were to get disconnected, just call that same number back and select option one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there anything else that I can help you with before I transfer?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] OK, well then thank you very much for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Yes, ma'am. Thank you too. So one moment, [PII], and I'll be back.
[CUSTOMER][POSITIVE] Thank you for calling IMA and thank you for calling 90 Degree.
[CUSTOMER][NEUTRAL] Thank you for calling APL. Your call may be monitored for quality assurance. Para espanol rave. If you know your party's extension, you may dial it now. If you are a medical or dental provider, press [PII]. For verification of benefits, questions about your claim or medical bill, or if you need a.
[AGENT][NEUTRAL] What?
[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][POSITIVE] Thank
[AGENT][NEUTRAL] OK, [PII], this is still [PII] and the recording says that they do not open until [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is that, um,
[AGENT][NEUTRAL] So it is the central time like we so it's [PII] here. It's [PII] here.
[CUSTOMER][NEUTRAL] OK, I just wanted to check.
[CUSTOMER][POSITIVE] All right, well thank you very much for at least assisting me.
[AGENT][NEUTRAL] Hi, yes, ma'am. I'm on Central time and apparently they are too. OK. You are certainly welcome. So again, just that same number and option one.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] OK. All right. Well, have a wonderful.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Wonderful day and thank you again for calling APO. Yes ma'am, thanks.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you bye.