AccountId: 011433970860
ContactId: ea4408a1-b9dd-4852-9677-dcd4b728419c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 541580 ms
Total Talk Time (AGENT): 132324 ms
Total Talk Time (CUSTOMER): 225601 ms
Interruptions: 7
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/ea4408a1-b9dd-4852-9677-dcd4b728419c_20250519T18:43_UTC.wav
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[CUSTOMER][NEUTRAL] Records from us because they probably.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, checking eligibility.
[AGENT][NEUTRAL] I can help you with eligibility. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] OK alright
[CUSTOMER][NEUTRAL] Uh huh. [PII] at UMC Grenada Women's Care Clinic.
[AGENT][NEUTRAL] OK, and can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] You must be
[AGENT][POSITIVE] All right, [PII], thank you so much. Can I get the policy number?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Sure, let's see I got D 49100104.
[AGENT][NEUTRAL] OK, let me check on that.
[CUSTOMER][NEUTRAL] Just one, OK, but you had confirmation for that one.
[CUSTOMER][NEUTRAL] Uh, yeah, that I'm sure they're trying.
[CUSTOMER][NEUTRAL] You know for um
[CUSTOMER][POSITIVE] Just for the baby to be checked out and everything OK Sure.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEGATIVE] My computer's on a Monday, so it's been pulling up really slow.
[CUSTOMER][NEUTRAL] Oh girl, it had been one here, let me tell you.
[CUSTOMER][NEUTRAL] I'd like to go back and start over today.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, hold on, I'm not showing one on for that number let me see.
[CUSTOMER][NEUTRAL] To um get with
[CUSTOMER][NEUTRAL] OK, it's under temp staff. Am I doing the right thing? And what phone number can I call you back?
[AGENT][NEUTRAL] Give me just a second.
[AGENT][NEUTRAL] Temp staff, OK. That's not, I don't think that's the policy number.
[CUSTOMER][NEUTRAL] She works at ADP in [PII].
[AGENT][NEUTRAL] OK, give me just a second. Let me see.
[CUSTOMER][NEUTRAL] Oh, it says, oh wait a minute, it says employee ID right.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, that's, that's different. Uh, does it, do you see anything that says, do you have the ID card with you?
[CUSTOMER][NEGATIVE] Oh, I don't even see a policy number.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Do you see something that says policy certificate?
[CUSTOMER][NEUTRAL] Uh, it says multiplan?
[CUSTOMER][POSITIVE] Alright well I'll call you and we'll work out so you're probably gonna need.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] You don't see anything that says policy uh certificate number?
[CUSTOMER][POSITIVE] It won't be a problem
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK bye bye.
[CUSTOMER][NEUTRAL] I got employee ID number, her name, and medical coverage for employee.
[AGENT][NEUTRAL] OK, I believe this is a 90 degree benefit so you did call the right number. It's just, um, you might have pressed the wrong option. I believe it's option one, but I should be able to transfer you if you give me just a second.
[AGENT][NEUTRAL] Um, let's, let's look. Do you have the policy holder's last name?
[CUSTOMER][POSITIVE] Oh thank you.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII], OK, give me just a second. Let's see.
[AGENT][POSITIVE] Yeah, let's make sure that we've got them first uh through us and then I might be able to transfer you.
[AGENT][NEUTRAL] Let me check on, on her real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And how do you spell the first name?
[CUSTOMER][NEUTRAL] This is for pregnancy and I'm wondering if this is even gonna cover pregnancy. Um first name is [PII]
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, there's so many of them. OK. Do you have her social security number?
[CUSTOMER][NEUTRAL] Mhm, I bet.
[CUSTOMER][NEUTRAL] I do let me let me get to uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's try it that way.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because that is a very popular name.
[CUSTOMER][NEUTRAL] What's your name?
[CUSTOMER][NEUTRAL] Did you ever get your Medicaid?
[CUSTOMER][NEUTRAL] Have you talked to them?
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's your mailing address?
[AGENT][NEUTRAL] OK, and can you verify her date of birth?
[CUSTOMER][NEUTRAL] Uh huh. [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Uh huh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we are also showing a different date of birth, um, just one of them are wrong, but I'm still going to go ahead and transfer you, um, because that will go through IMA.
[CUSTOMER][NEUTRAL] Is that your birthday [PII], OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah, I don't have that that number, but um I'm gonna go ahead and transfer you to IMA since they do since that is a 90 degree benefit. So give me just a moment, OK?
[CUSTOMER][NEUTRAL] that.
[CUSTOMER][POSITIVE] OK, sure, thank you.
[CUSTOMER][NEUTRAL] Hold on just a minute.
[AGENT][NEUTRAL] Let me pull up their number real quick.
[CUSTOMER][NEUTRAL] You're saying you're not eligible for Medicaid. Let me just.
[CUSTOMER][NEUTRAL] But you have a prize.
[CUSTOMER][NEUTRAL] Who says she did?
[AGENT][NEUTRAL] Alright, give me just a moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me just a second.
[AGENT][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] Hey, this is right at Women's clinic here in [PII]. I'm just checking on our patient's Medicaid.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. Please select from the following options to ensure you are directed to the appropriate party to answer your questions. For questions on IMA Mec Wellness, MVP plans, or COBR enrollment, please press 1. For questions on the APL hospital indemnity plans or dental coverage, please press 2. For questions on the Vision plan, please press 3.
[CUSTOMER][NEUTRAL] If you are an employee and you have questions on your active enrollment, please press 4.
[CUSTOMER][NEUTRAL] To hear this message again, please press the star key. Thank you.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. Please select from the following options to ensure you are directed to the appropriate party to answer your questions. For questions on IMA Mec wellness, MVP plans, or COBR enrollment, please press 1. For questions on the APL hospital indemnity plans or dental coverage, please press 2.
[CUSTOMER][NEUTRAL] Thank you for calling APL. Your call may be monitored for quality assurance. Para espanol rave. If you know your party's extension.