AccountId: 011433970860
ContactId: edcbe1cb-8a81-48ed-83e6-1bb1b7873e77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262700 ms
Total Talk Time (AGENT): 98262 ms
Total Talk Time (CUSTOMER): 76551 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/edcbe1cb-8a81-48ed-83e6-1bb1b7873e77_20250509T15:47_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, good morning. My name is [PII]. I'm calling from UMMC at [PII], and I'm trying to get, uh, verification of coverage at the business.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 4 seats.
[CUSTOMER][NEUTRAL] Wait, wait a minute, wait a minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Wait a minute.
[AGENT][POSITIVE] Mhm. Take your time.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that. And just for my notes, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and may I have the member's policy number?
[CUSTOMER][NEUTRAL] Policy number is D as in Delta 47678796.
[AGENT][NEUTRAL] OK, do you have a copy of their ID card available?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] On the ID card, do you say, do you see anywhere that says in hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] You say inpatient or outpatient?
[AGENT][NEUTRAL] Yes, it should start with a 01.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK. Um, may I
[CUSTOMER][POSITIVE] No, it just, it just got, I'm sorry.
[AGENT][NEUTRAL] It's OK. So that D number is for 90 degree benefits, so we can't use their policy number or their member number. Um I'm just trying to see how I can locate the patient. Um, I can look with the first and last name or the full social if you have it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, the full social is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so.
[AGENT][NEUTRAL] OK, so I'm not showing a policy with the member's social. I can look with their first and last name, um, but also let me ask you this, did you call an [PII] number or [PII]?
[CUSTOMER][NEGATIVE] I call the [PII] number. I called the [PII] number and they said that um the representative our business on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. The reason I'm asking is the number that you, I'm sorry?
[CUSTOMER][POSITIVE] Oh yes ma'am.
[CUSTOMER][NEUTRAL] Uh oh, you can go ahead.
[AGENT][NEUTRAL] The number that you called is for 90 Degree benefits. So you're trying to reach 90 degree benefits, but you got redirected to APL and the member that you're looking for is not in our systems. So dial the [PII] number back. I don't know it because it's a different company, but the number on the back of the card and press 0 for customer service and it should, um, you should be able to
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Get the information that you need. You're just trying to reach 90 degree benefits and give them that the number that you have.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] All right then thank you so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that was it.
[AGENT][POSITIVE] All right. Well, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.