AccountId: 011433970860
ContactId: d2efc468-3d98-4be0-b5af-24c8fe55e506
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246669 ms
Total Talk Time (AGENT): 95539 ms
Total Talk Time (CUSTOMER): 122503 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/d2efc468-3d98-4be0-b5af-24c8fe55e506_20250522T15:46_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] Hi, uh, [PII], good morning. Uh, my name is [PII]. I'm calling from North Mississippi Medical Center. I'm not sure if I'm in the right area or not, but, um, I have a patient's claim. I'm trying to verify, um.
[CUSTOMER][NEUTRAL] Eligibility because the claim status is indicating the member data not on file um so their claim is rejected. I wanna make sure that we're billing the claim with the right uh policy information.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, [PII]. What is a good callback number?
[CUSTOMER][POSITIVE] Thank you so much. I appreciate you. Uh, my direct line is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] What is the policy number that you have on file?
[CUSTOMER][NEUTRAL] Uh, the policy number that we have is D as in David, 404082-24.
[AGENT][NEUTRAL] Do you happen to have a policy number that begins with the 0?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Unfortunately not, uh, this is the uh policy given to us for him.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Not a problem.
[AGENT][NEUTRAL] OK. Let's do a name search because the number that you gave me is for his wellness and preventive benefits only through another company called IMA or 90 Degree Benefits. So let's check and see if he has medical coverage with us at APL. What is the patient's last name?
[CUSTOMER][NEUTRAL] OK. Uh, his last name is [PII], uh first name is [PII].
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] OK, not locating a [PII]. Do you have his social?
[CUSTOMER][POSITIVE] Uh, let me check for you and thank you so much for your help. I appreciate you. Um, let's see. So [PII].
[AGENT][NEUTRAL] My personal.
[AGENT][NEUTRAL] OK. Is it [PII]?
[AGENT][NEUTRAL] I think I missed a number. I'm sorry.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, uh, no, no, you're fine, uh, [PII].
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Yeah, I'm actually not locating him in our system, so he may only have that 90 degree benefit or IMA policy. I can give you their contact information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you want to call them and verify, and I can also transfer you to them.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][POSITIVE] OK, yes ma'am, thank you so much I appreciate you.
[AGENT][POSITIVE] My pleasure. Now, their phone number is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And to speak with them, you're going to choose option one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you choose option 2 you're gonna come back to us at APL.
[CUSTOMER][NEUTRAL] Option one OK.
[AGENT][NEUTRAL] But I can transfer you to them as well if you'd like.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] I appreciate it if you don't mind, thank you so much I appreciate you.
[AGENT][POSITIVE] Well it's been my pleasure, and [PII], I hope you have a wonderful day and thank you for calling APL and if you'll hold for the transfer.
[CUSTOMER][POSITIVE] OK, yes ma'am you as well thank you so much.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. If you would like to participate in a quick survey after the call to rate your service with us, please press 1. Press 2 if no.