AccountId: 011433970860
ContactId: d993b7eb-fe5e-4019-84ca-1c230a6df1fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 385940 ms
Total Talk Time (AGENT): 126941 ms
Total Talk Time (CUSTOMER): 132042 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/d993b7eb-fe5e-4019-84ca-1c230a6df1fb_20250124T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII]. I'm calling from.
[CUSTOMER][NEUTRAL] Deal Regional Medical Center. Actually I have one patient today. Could you please help me out to find the claim status of that patient?
[AGENT][NEUTRAL] Uh yes sir, I can help you with the claim status. [PII], can you please give me your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you sir and then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient name is
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and then what's [PII]'s, uh, policy number please?
[CUSTOMER][NEUTRAL] Allow me a moment.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Policy number is D47688724.
[AGENT][NEUTRAL] OK [PII] I'm gonna put you on a brief hold and transfer you on over now to IMA let me give you that phone number just in case the call is dropped.
[CUSTOMER][NEUTRAL] I need to ask you that if I check, uh, if I check this thing on a portal,
[AGENT][NEUTRAL] That way
[CUSTOMER][NEGATIVE] The information is not getting on the portal on the 90 degree benefits.
[CUSTOMER][NEUTRAL] Uh, I put the medical coverage. I put the member ID.
[CUSTOMER][NEUTRAL] I put the first name
[CUSTOMER][NEUTRAL] I put the date of birth, tax ID, but it is not coming up anything if I check the, uh, if I check the eligibility also.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, alright, well I can try to check it here for you. Can you spell [PII]'s name for me?
[CUSTOMER][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then the last
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me see if I can find her with her name.
[AGENT][NEUTRAL] And it's [PII] is the last name.
[CUSTOMER][POSITIVE] You're right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And first name is [PII]
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you have a um claim number?
[CUSTOMER][NEUTRAL] I don't have the claim number. I, I was just checking out the eligibility on that website.
[AGENT][NEUTRAL] Oh, OK, so looking um.
[AGENT][NEUTRAL] Under both policies that [PII] is under, both policies are no longer active.
[AGENT][NEUTRAL] They are la with us.
[CUSTOMER][NEUTRAL] So you are saying that this
[CUSTOMER][NEUTRAL] So you are saying that this member ID that I gave you, D like Delta 47688724 is termed, right?
[AGENT][NEUTRAL] That's not our.
[AGENT][NEUTRAL] Um, policy number, that's 360's policy number.
[AGENT][NEUTRAL] But looking on our computer system.
[AGENT][NEUTRAL] But [PII]'s name, I do not see a policy that we have active for her.
[AGENT][NEUTRAL] It is this, what state does [PII] live in?
[CUSTOMER][NEUTRAL] What is the policy number that you have?
[AGENT][NEUTRAL] What state does [PII] live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, see, that makes a difference.
[AGENT][NEUTRAL] Let me look again because this one is not from [PII].
[CUSTOMER][NEUTRAL] But on the member ID card, the member ID it is showing employer ID it is uh D like Delta 47688724. And if I just uh go on the member backside of the card, it shows that call [PII].
[AGENT][NEUTRAL] OK, so let me go ahead and transfer you on over to 90 degree benefits because [PII] is not in our computer system.
[CUSTOMER][NEUTRAL] You're calling from the 90 degree benefits, right?
[AGENT][NEUTRAL] So I can try
[AGENT][NEUTRAL] No, I'm [PII].
[CUSTOMER][NEUTRAL] I need to, uh, I need to ask you that, that member ID D like Delta [PII] is active or not?
[AGENT][NEUTRAL] No, we do not have a [PII] in our computer system and that is not our policy number. That's 90 degree benefits and I can transfer you to 90 degree benefits so you can talk with them.
[CUSTOMER][NEUTRAL] Can you just transfer this call to that department.
[AGENT][NEUTRAL] Yes, yes, thank you, sir. It'll be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.