AccountId: 011433970860
ContactId: f7ad45ce-d2df-4fd1-8ccc-1256530d2fe0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221940 ms
Total Talk Time (AGENT): 109700 ms
Total Talk Time (CUSTOMER): 78240 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/f7ad45ce-d2df-4fd1-8ccc-1256530d2fe0_20250520T20:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Ohio State. I'm calling to see if a patient has active coverage, please.
[AGENT][NEUTRAL] OK, [PII], you're just needing to verify if a member's policy is active?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] That is, let's see.
[CUSTOMER][NEUTRAL] D 43511157
[AGENT][NEUTRAL] OK, thank you. Now, [PII], that is a 90 degree benefit number, not an APL policy number. Does the member also have a plan with APL or were you trying to reach 90 degree benefits?
[CUSTOMER][NEUTRAL] Um, probably trying to reach 90 degree benefits.
[AGENT][NEUTRAL] OK, so did you dial a [PII] number?
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK, so option one would take you to IMA or 90 degree benefits and
[AGENT][POSITIVE] Option 2 would bring you here to APL. So I'll be happy to connect you if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes please thank you.
[AGENT][POSITIVE] OK, well, you're very welcome. So is there anything else that I can help you with before I do that?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, well then thank you for calling APL and I hope you have a nice rest of your day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Yes, ma'am. Thank you. One moment.
[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 COBRA enrollment, please press 1. For if you would like to participate in a quick survey after the call to rate your service with us, please press 1.
[CUSTOMER][POSITIVE] The major degree Benefits, this is [PII]. How may I assist you?
[AGENT][NEUTRAL] Oh, hey, [PII]. It's [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you doing, [PII]?
[AGENT][POSITIVE] I am doing excellent. Thank you for asking. So, I have a provider on the line who selected the wrong option.
[CUSTOMER][POSITIVE] Good.
[AGENT][NEUTRAL] Um, the lady's name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She says she's with Ohio State.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And she's just needing to verify a member's um.
[AGENT][NEUTRAL] Active coverage or eligibility and her callback number that she gave to me [PII] is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, did she give you a member ID number?
[AGENT][NEUTRAL] She did, but I don't know that I captured it all. I think she said D 43511157, I think.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] 1157.
[AGENT][POSITIVE] But I would definitely yes, I would definitely re-verify that with her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK. Well, are you ready to speak to her?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am. Thank you.
[AGENT][POSITIVE] OK. Well, thank you so much, [PII]. It was nice talking to you and I hope you have a nice evening.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You too, Ms. [PII]. Bye-bye.
[AGENT][POSITIVE] Thank you. OK, bye-bye.
[CUSTOMER][NEUTRAL] Mhm.