AccountId: 011433970860
ContactId: f39802f1-9ed3-40d6-b69c-063c01921da0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375899 ms
Total Talk Time (AGENT): 106262 ms
Total Talk Time (CUSTOMER): 125530 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/f39802f1-9ed3-40d6-b69c-063c01921da0_20250131T17:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good morning, Ms. [PII]. My name is [PII]. I'm calling from Health System to check the status of your claim.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the claim status. And [PII], how many claims do you have in total today?
[CUSTOMER][NEUTRAL] I have one going.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. Exchange number 43331.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Member policy number is.
[CUSTOMER][NEUTRAL] Uh, just one second, I'm sorry. OK, it's uh D as in delta 4 7684948.
[AGENT][NEUTRAL] OK, and do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Mm, just one second.
[CUSTOMER][NEUTRAL] I have to check it, just one minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But what do you need the member ID card? I do have a member ID card, but I have to go to a different portal.
[AGENT][NEUTRAL] The D number that you gave is for 90 degree benefits, so we can't use that in our system. So I'm just trying to see if you have the card so I can tell you what the policy number is for us.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, one minute, let me double check for you one sec.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 90 degree but this plan belongs to 90 degree benefits so just one second.
[CUSTOMER][NEUTRAL] One minute almost there so so there you go.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Term sheet OK.
[CUSTOMER][NEUTRAL] Mm, the original.
[CUSTOMER][NEUTRAL] So social security number, member ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There you go, just a second, OK.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] I have an employee ID but the member ID is the same one just one second.
[CUSTOMER][NEUTRAL] I make sure.
[AGENT][NEUTRAL] What's the member's first and last name?
[AGENT][NEUTRAL] Or do you have the social?
[CUSTOMER][NEUTRAL] Yes, I do have a member first and last name.
[CUSTOMER][NEUTRAL] First name
[CUSTOMER][NEUTRAL] [PII], last name [PII]. I do have a social security number.
[AGENT][NEUTRAL] OK, what's the social?
[CUSTOMER][NEUTRAL] Social Security number, it's um
[CUSTOMER][NEUTRAL] [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Multply
[AGENT][NEUTRAL] And um you said the member's first name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have a claim number?
[CUSTOMER][NEUTRAL] No, I don't have a claim number. I'm checking on general claim status.
[AGENT][NEUTRAL] Right, the sometimes the callers have the claim number. The reason I'm asking is because no policy is coming up with that social, um, and can you spell the first name and the last name for me?
[CUSTOMER][NEUTRAL] Sure. First name, [PII]. Last name [PII]. It's spelled.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEGATIVE] Yeah, there's no.
[AGENT][NEUTRAL] There's no policy here with that name um or social.
[AGENT][NEUTRAL] But are you trying to call 90 Degree benefits or are you trying to call APL?
[CUSTOMER][NEUTRAL] I'm trying, uh see their name is uh [PII]. It's spelled [PII] So it comes in the um
[AGENT][NEUTRAL] Oh, that's a different insurance company.
[AGENT][NEUTRAL] What number did you dial? Did you, did you dial [PII] number or 800-256?
[CUSTOMER][NEUTRAL] It comes on the multi-plan.
[CUSTOMER][NEUTRAL] It's 80833-4296.
[AGENT][NEUTRAL] Yeah, so you were routed to APL. Um, so there's a prompt on there. I'm not sure which prompt it is, no matter what the policy is, it will route you to us. So just because this number is [PII]. So you're calling the wrong number, just give that [PII] number a call back and press 0 for customer service.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, OK. Sounds great.
[AGENT][NEUTRAL] All right. Was there anything else I could assist you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, this will be it for today. Thank you very much.
[AGENT][POSITIVE] Alright, well, thanks for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.