AccountId: 011433970860
ContactId: e59a4eb4-079e-44d8-82d0-680e02aad45b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226020 ms
Total Talk Time (AGENT): 120946 ms
Total Talk Time (CUSTOMER): 94280 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/e59a4eb4-079e-44d8-82d0-680e02aad45b_20250311T14:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII], and I'm calling from the Lowndes County Health Department in [PII], and I'm just trying to verify eligibility on a patient.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. [PII] and you did say your name is [PII], is that correct?
[CUSTOMER][NEUTRAL] [PII], yes ma'am.
[AGENT][NEUTRAL] [PII], I'm so sorry. OK, and [PII], you're needing to verify benefit information or just eligibility?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Eligibility
[AGENT][POSITIVE] OK, I can help you with that, [PII]. I can help you with eligibility, and what is a good callback number for you please?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII]?
[CUSTOMER][NEUTRAL] OK, it is D4.
[CUSTOMER][NEUTRAL] 700.
[CUSTOMER][NEUTRAL] 7066.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not a policy number for APL that is a 90 degree benefit number. Do you know um if the member also has a policy with APL or were you trying to reach 90 degree benefits?
[CUSTOMER][NEUTRAL] I think I'm trying to reach.
[CUSTOMER][NEUTRAL] Um, on the back of his card it says, uh, benefits in a card.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, medical claim submission.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And yes, I think that is what it says on uh it says for medical benefit verification customer service please call 90 degree benefit, yes ma'am.
[AGENT][NEUTRAL] OK, so did you call an [PII] number, [PII]?
[CUSTOMER][NEUTRAL] Let's see what number.
[CUSTOMER][NEUTRAL] What this was that I called.
[AGENT][NEUTRAL] And I'm asking you a lot of these questions because some of these members have policies with 90 degree benefits and APL and some only have them with one or the other.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And I don't, I call [PII] what's this [PII].
[AGENT][NEUTRAL] OK, so that is the correct phone number. It's just depending upon which option you choose as to where it takes the call. So I can transfer you to 90 degree benefits, but if for some reason we get disconnected, call that same number and select option one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, I did one at first and it told me to leave a message. nobody was answering or something.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So if you, um, and that may be the case again, but that is the correct option one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, option one, OK.
[AGENT][POSITIVE] OK, yes ma'am, but I'll be happy to try and transfer you back over. Is there anything else that I could help you with so first?
[CUSTOMER][POSITIVE] No, ma'am, that's it, and I thank you.
[AGENT][POSITIVE] Mhm. Well, you're certainly very welcome, [PII], and thank you again for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. We're sorry, but all agents are currently unable to take your call. Please leave a detailed message after the beep and we will get back to you.
[AGENT][NEUTRAL] [PII] just so that you know I'm getting the same message that all agents are busy and asking to leave a voicemail so do you want to leave a voicemail? I'll just release the call into the voicemail um or do you want to try and call them back? It's entirely up to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, well, the patient is here waiting to be checked in, so I guess I can just leave a voicemail.
[AGENT][NEUTRAL] OK, well, if you will give me just one moment and I will get you connected right back over there to them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the