AccountId: 011433970860
ContactId: f5995795-a694-4239-9769-ba489148368d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 685219 ms
Total Talk Time (AGENT): 261440 ms
Total Talk Time (CUSTOMER): 316215 ms
Interruptions: 11
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/f5995795-a694-4239-9769-ba489148368d_20250408T17:00_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good day and thank you for calling ATO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, hi [PII], my name is [PII] and I'm calling from Wellspan Waynesboro emergency room. I'm just trying to verify eligibility for a patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], so you're only needing eligibility. You do not need benefits. Is that correct?
[CUSTOMER][NEUTRAL] Correct, I just need to verify eligibility for the emergency room, yes.
[AGENT][POSITIVE] Yes, ma'am. I can help
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] The policy number is D476-86774.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not the American Public Life number that would indicate that is a 90 degree or IMA benefit number, that member ID. There should also be a policy certificate number on their ID card for APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I see it says surge group number and all that was employee ID.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, could it be the payer ID?
[AGENT][NEUTRAL] No, that's our elect uh that would be the electronic payer ID, um, do you happen to have the
[AGENT][NEUTRAL] Is your patient a subscriber on the plan?
[CUSTOMER][POSITIVE] I believe so let me, yes, yes.
[AGENT][NEUTRAL] OK, and do you happen to have their full social so I can try and look up their information?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I do not. Um, it, I just looked and it is not in here. I have a date of birth and I have a name.
[AGENT][NEUTRAL] OK, now,
[AGENT][NEUTRAL] OK. I can, I can't, OK. So I can't search my date of birth. I can try by the name, um, to see if I can locate, but that would be, that would be the last, um.
[CUSTOMER][NEUTRAL] Yeah, that's OK.
[CUSTOMER][NEUTRAL] Yeah, can, can I have you hold for just one moment?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Would that be OK? OK, I'm gonna go try to get the social, so hang on please thank you.
[AGENT][POSITIVE] Yes, I, I can do that.
[AGENT][POSITIVE] OK. OK, you're welcome.
[CUSTOMER][NEUTRAL] Do you suffer from chronic pain? We understand pain doesn't just hurt, it changes how you live. WellSpan's pain management team can help you reclaim the life you want to live. Our pain specialists work alongside other experts such as rheumatologists, oncologists, orthopedists, and neurosurgeons to develop a personalized.
[CUSTOMER][NEUTRAL] Care plan that's based on your unique needs. Don't give up hope. Let us help. Learn more at [PII]. That's [PII]. Knowing if you are at an increased risk for some cancers or some heart disease can help you and your doctor personalize your healthcare and plan for a healthier future. The gene.
[CUSTOMER][NEUTRAL] Project at WellSpan is a community health research program that looks at genetic factors that may influence a person's health. Its aim is to help improve access to personalized healthcare and support new research discoveries for our community. Better healthcare is in your genes. Learn more at [PII]. Want quality, convenient urgent care from the comfort of your couch? That's why we're
[CUSTOMER][NEUTRAL] OK, I'm just gonna end up having to call back. Um, the doctor's in with him and they translator up, so, um, I can't ask for that number right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well I
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Well, now, [PII], I'll be.
[AGENT][POSITIVE] Sure. Well, I'll be happy to try and search by the name to see if it's, you know, the, if it's a real common name that may cause an issue, but I'll be more than happy to go ahead and try to do it that way.
[AGENT][NEUTRAL] And once if I can, OK, so what's the last name?
[CUSTOMER][NEUTRAL] OK, um, we can try that.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, first name?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Do you happen to know his social?
[CUSTOMER][NEUTRAL] OK, alright, well I'll have to come back and get it done. Thank you. OK, sorry, I asked the person that was just with him and the first name is [PII]
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. All right. So let me, let me just see if I can.
[AGENT][NEUTRAL] How many of those we may have in our system?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do not have an active policy for a [PII]. I do have some [PII]'s listed, but they do not have active coverage. Now, I would be happy to connect you over to 90 degree benefits for that D number.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But did you call today [PII], when you called in, did you call [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me pull this card. I have this card up here.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Take on it.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] I dialed [PII]. It says call 90 degree benefits at and then this number is listed there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, so that phone number, it depends on the option that you select as to where you are taken. So for 90 degree benefits, it's option one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I will be happy to connect you, but just in case something mishap, we have some type of mishap or do you wanna just call directly?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I'm gonna, I'm gonna wait and see if I can get his social first, yeah, yep, I will call them and um.
[AGENT][NEUTRAL] OK, yeah, because we, what state?
[AGENT][NEUTRAL] What state does he live in?
[CUSTOMER][POSITIVE] Um, there it is. You have it? OK, I actually do have that, so yes, if you wanna transfer me over to that, that would be awesome.
[AGENT][NEUTRAL] I can try that. Oh.
[AGENT][NEUTRAL] Well, I can try with the social just one more time to see if maybe he's listed some other way in our system. And then if not, yes, I'll go ahead and connect you. What is the social?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] [PII]. Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. Your voice is very faint now, [PII], so I could barely hear you.
[CUSTOMER][POSITIVE] I'm sorry. I'm sorry.
[AGENT][NEUTRAL] That's OK, so yes, we do not have anyone in our system with that social.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so that would even be for the 90 degree, OK, because this states 90 degree OK, option one, OK, alright.
[AGENT][NEUTRAL] OK. So is there anything else I
[AGENT][NEUTRAL] No, no, that's a separate company. So again.
[AGENT][NEUTRAL] The phone number you called option one.
[AGENT][NEUTRAL] Yeah, some of, yes, ma'am, and just so you know, some of those members have dual coverage. They have a 90 degree plan and they also may have coverage with APL, but this gentleman.
[CUSTOMER][NEUTRAL] pull that off with the numbers.
[AGENT][NEUTRAL] Based on the name and the social does not have coverage with us.
[CUSTOMER][NEUTRAL] Just because we try to talk.
[CUSTOMER][NEUTRAL] OK, so dial all this number and I select option one.
[AGENT][POSITIVE] Yes, but I'll be happy to try and connect you.
[CUSTOMER][POSITIVE] OK, that would be awesome, thank you.
[AGENT][NEUTRAL] OK. Well, you're welcome. And can I help you with anything else before I do that?
[CUSTOMER][NEUTRAL] Um, that's everything for this end, yes.
[AGENT][POSITIVE] OK, [PII]. Well, thank you for calling APL and I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] Yes, ma'am. One moment, please.
[CUSTOMER][NEUTRAL] And what?
[CUSTOMER][NEUTRAL] Thank you for calling [PII]. If you would like to participate, all agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remain on the line, and we will be with you shortly.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][NEUTRAL] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly. Press 1 to leave a voicemail.
[AGENT][NEUTRAL] Hi, [PII]. This is still [PII]. So I was trying to hold on the line uh for a representative before I released your call, but it says that um all representatives are busy at the moment, and then it finally went to the option to leave a voicemail. So I didn't want to just drop you into their queue without letting you know that. So do you want to to do that for me to just transfer you back?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, just transfer it back and I'll actually just hold if if you're able to do that.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely. Well, I'll be happy to. So one moment, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. If you would like to participate, all agents are.