AccountId: 011433970860
ContactId: df515b66-9771-4698-9bec-335f53e36997
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297220 ms
Total Talk Time (AGENT): 167101 ms
Total Talk Time (CUSTOMER): 81572 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/df515b66-9771-4698-9bec-335f53e36997_20250404T17:27_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] as well. Um, I'm calling to verify this uh eligibility on a policy and general benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], you're needing excuse me, eligibility and benefits on a member, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with those things. And [PII], how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, mine[PII] [PII]
[AGENT][NEUTRAL] And [PII], what is a good callback number with you for you, please?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] OK, thank you. So yes, I can help you with eligibility and benefits. What is your patient's policy number?
[CUSTOMER][NEUTRAL] That is D as in David, 47695064.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not a policy number for American Public Life. That is a 90 degree benefit or IMA policy number. Some of these numbers have dual coverage with both of us on their ID card, do you see a policy certificate number or policy certification?
[AGENT][NEGATIVE] Cause I can't locate their information with the D number.
[CUSTOMER][NEUTRAL] Bear with me one moment.
[AGENT][NEUTRAL] Or see if they have a policy with us.
[CUSTOMER][NEUTRAL] Let's see, uh, on the top of the card it says surge, there's a group number, employee ID name, and medical coverage.
[AGENT][NEUTRAL] OK, so that would, um, now I'll be happy to try and check to see before transferring you to IMA.
[AGENT][NEUTRAL] What, uh, do you happen to do you know first off, [PII], is your patient also the subscriber on the policy? Lots of questions here.
[AGENT][NEUTRAL] Is your patient a subscriber?
[CUSTOMER][NEUTRAL] Yes, it looks like they are the employee as well as the patient, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Do you happen to have their full social?
[CUSTOMER][NEUTRAL] Bear with me let me go to another area of the chart.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Yes, the social that I have is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, alright, so just one moment to see if I can locate a policy with APO also.
[AGENT][NEUTRAL] And I could not. It does not show that this number has coverage with APL. Now I'll be happy to connect you to 90 Degree Benefits or IMA. I don't know, did you call an [PII] number to reach me, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] I did [PII].
[AGENT][NEUTRAL] Yes, OK, so that is the correct number for 94 IMA. The option is 1, but I'll be happy to connect you back if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'd be great thank you so much, [PII].
[AGENT][POSITIVE] OK. Well, you're welcome. And is there anything else that I could try and help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] OK, [PII], well thank you for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Yes ma'am, thank you so one moment please and I'll get you connected.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you for calling 90 if you would like to participate in.
[CUSTOMER][NEGATIVE] The person you are trying to reach is currently unavailable.
[CUSTOMER][NEUTRAL] Please leave a message after the tone.
[AGENT][NEUTRAL] OK, [PII], this is still [PII]. So I have a voicemail. I got a uh I, it answered, but it said that it was asking to leave a voicemail, so I did want to just drop you into that without letting you know that first. So do you want me to try and transfer you back and you can leave a message, or do you want to try back?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'll just try to call him back because that never works.
[CUSTOMER][NEUTRAL] Just being honest, it usually never works getting a call back, so.
[AGENT][NEUTRAL] Well, I
[AGENT][POSITIVE] So that's why I wanted to ask you what you wanted me to do. Like I said, I don't wanna just drop you in there, um, so, OK, well, if you're just gonna call him back, that's fine as well. So again, thank you for calling APL today. Have a wonderful weekend.
[CUSTOMER][POSITIVE] I appreciate that.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.