AccountId: 011433970860
ContactId: f611429f-0d44-43c8-bc71-6fba1ee8f831
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265260 ms
Total Talk Time (AGENT): 80952 ms
Total Talk Time (CUSTOMER): 82881 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/f611429f-0d44-43c8-bc71-6fba1ee8f831_20250211T16:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling with Cox Health at home, and I may have clicked the wrong problem. I'm trying to verify a patient's um eligibility and benefits.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility and benefits, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah my direct line is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] D as in David 47,903,240
[AGENT][NEUTRAL] Do you see a policy certificate number? It's gonna start with 0 followed by 7 digits.
[CUSTOMER][NEGATIVE] That's the only thing on his card and I wasn't able to pull it up on the portal either.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] There's a group number.
[AGENT][NEUTRAL] OK. Um, let me try that.
[CUSTOMER][NEUTRAL] OK, it's 9479.
[AGENT][NEUTRAL] No, it's not ours either. Um, let me have the spelling of the last name. Let's do a name search.
[CUSTOMER][NEUTRAL] Sure, last name is um [PII]
[AGENT][NEUTRAL] The first letter is it [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Uh huh, yes, that's correct.
[AGENT][NEUTRAL] OK. And the spelling of the first name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Uh let me see.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] Do you know if this is the main holder or is it dependent on the policy?
[CUSTOMER][NEUTRAL] Um, it's the main holder.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not pulling a caring do set on the system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have any other information?
[CUSTOMER][NEUTRAL] I may have used a different.
[CUSTOMER][NEUTRAL] No, that's it on the.
[CUSTOMER][NEUTRAL] On the card
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you able to put me transfer me back to the main menu?
[AGENT][NEUTRAL] I can transfer you back to um IMA that the number is for IMA. So what I can do is transfer you over to IMA maybe they can give you uh information about what they have under that benefit with that number.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, one moment, let me transfer you over.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. The
[CUSTOMER][NEUTRAL] 90 Degree Benefits. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling with Cox Health at Home, and I am trying to verify eligibility and benefits on a patient.
[CUSTOMER][POSITIVE] Yes, ma'am. Can I get a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah my direct line is [PII].
[CUSTOMER][NEUTRAL] Thank you. And what is that member's ID number?
[CUSTOMER][NEUTRAL] Um, [PII] as in [PII].
[CUSTOMER][NEUTRAL] And the patient's name?
[CUSTOMER][NEUTRAL] [PII]