AccountId: 011433970860
ContactId: e9f434b4-f9f0-4ab6-bef5-1d1120def167
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264579 ms
Total Talk Time (AGENT): 151489 ms
Total Talk Time (CUSTOMER): 93425 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/e9f434b4-f9f0-4ab6-bef5-1d1120def167_20250402T13:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Norton Hospital, and I just wanted to verify if someone has coverage please.
[AGENT][NEUTRAL] OK, [PII], are you just needing eligibility or do you also need benefit information?
[CUSTOMER][NEUTRAL] Um, eligibility.
[AGENT][POSITIVE] OK, yes ma'am, I can help you with that. And what is a good call back number for you please, [PII]?
[CUSTOMER][NEUTRAL] [PII] is my direct number.
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] It's uh D as in David 459-06671.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not an American public life number. That is a 90 degree or IMA benefit member ID. Do some of these numbers also have dual coverage? I is there another, there should be another number on their ID card, a policy certificate or policy cert for APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I don't, so who would I need to call to verify?
[CUSTOMER][NEUTRAL] If they have medical.
[AGENT][NEUTRAL] OK, now I can try well I can yes I can try and search um by other means to see if they have any coverage with APO before I transfer you to IMA um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] The card is kind of confusing.
[AGENT][NEUTRAL] Do
[AGENT][NEUTRAL] I understand their cards do have a lot of.
[CUSTOMER][POSITIVE] It gives the 90 degree benefits number on the back.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But on the front,
[CUSTOMER][NEUTRAL] The card that has the
[CUSTOMER][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Does it state APL on the front anywhere?
[CUSTOMER][NEUTRAL] APO not on the front, no.
[AGENT][NEUTRAL] OK. Um, so a couple of things that may be.
[CUSTOMER][NEUTRAL] It says me.
[AGENT][NEUTRAL] Uh, it may be that he doesn't or she doesn't have a policy with us, or it could mean you just don't have the correct ID card. Do you happen to have your patient or the subscriber's full social?
[CUSTOMER][NEUTRAL] Uh, let's see, hopefully I do. Let's see if I do.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that is the primary policy holder's social?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I was not able to pull anything up in our system here at APL with that social. So um the phone number for IMA is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], option 1.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Oh, excuse me.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] But I will be happy to connect you if you would like.
[CUSTOMER][POSITIVE] Sure, thank you so much, [PII] you have a good day.
[AGENT][POSITIVE] Well, you're welcome. Yes, ma'am, and I'm sorry about coughing in your ear here. I'm all choked up at the moment.
[CUSTOMER][NEUTRAL] No, I'm doing it all morning.
[AGENT][POSITIVE] Oh goodness. Oh, well, if it, if that's all then that I can help you with, [PII], thank you again for calling APL. I hope you have a very nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] All right, thank you so much. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling IMA and 90. Thank you for calling 90 Degree Benefits, the administrator for benefits in the card members. Please select from the following options to ensure you are directed to the appropriate party to answer if you would like to participate in a quick survey after the call. 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 as soon as possible.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, [PII], I was gonna wait until someone got on the line to, to, you know, just connect you all directly, but it's stating that all agents are busy and asking you to leave a voicemail. So would you like for me to connect you back so that you can do that or do you want to try and call them back yourself? I just didn't wanna release you to voicemail with asking.
[CUSTOMER][NEUTRAL] I will
[CUSTOMER][POSITIVE] No, I'll call back later thank you so much.
[AGENT][POSITIVE] OK. Well, you're very welcome. And again, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.