AccountId: 011433970860
ContactId: fa19e22e-8f7b-4f3c-8f7c-798b94e4da8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339100 ms
Total Talk Time (AGENT): 146468 ms
Total Talk Time (CUSTOMER): 118378 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/fa19e22e-8f7b-4f3c-8f7c-798b94e4da8a_20250407T14:30_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 [PII], my name is [PII]. I'm calling with a facility today. I don't know if I'm in the right place to try and get a member's benefit information.
[AGENT][POSITIVE] Yes, you're in the right place, [PII]. I'll be more than happy to help you with the benefits. How are you doing today?
[CUSTOMER][POSITIVE] Perfect, good, how are you? It's Monday.
[AGENT][NEUTRAL] Uh, right, I'm doing good. Um, may I have a good contact number just in case we're disconnected and then the member's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, uh, phone number is [PII] and that's correct.
[CUSTOMER][NEUTRAL] Member ID number is D as in David 43223334.
[AGENT][NEUTRAL] OK, and on the ID card, do you see anywhere that says inhospital or outpatient policy er number?
[AGENT][NEUTRAL] Or I could just say policy certain number if it's not medical.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Nope, all it has is that employee ID number and then it says under medical multi plan specific services call to confirm and then I called the number and it directed me here.
[AGENT][NEUTRAL] Did you call [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. It sounds like you got redirected, but so that the number that you gave, that's for 90 degree benefits. Um, what's the member's name? I can search and see. They may have a policy.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] But I can check and see what the first and last name or if you have their full social.
[AGENT][NEUTRAL] But basically that [PII].
[CUSTOMER][NEUTRAL] I do not have a social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] That 833 number is for 90 degree benefits. There's a prompt, um, I'm not sure which number it is, but uh it'll direct whoever uses it to APL. So I don't know if you were, if you're actually needing to get to 90 degree or not, but I can look and see what the name just to make sure.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] If there's anything here.
[CUSTOMER][NEUTRAL] Yeah, that'd be great. Um, so the patient is [PII], last name [PII], or I'm sorry, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hold on one moment, I'm just waiting for the policies to populate here.
[CUSTOMER][POSITIVE] Sure, no problem.
[AGENT][NEUTRAL] Does [PII] have a middle initial?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Or I could do it this way.
[CUSTOMER][NEUTRAL] We do not have, let's see.
[AGENT][NEUTRAL] A middle initial.
[AGENT][NEUTRAL] It's OK. I'm getting ready to go into this policy and then I'll be able to see the date of birth.
[CUSTOMER][NEUTRAL] See maybe.
[CUSTOMER][NEUTRAL] Looks like [PII] is his middle name and he's a junior.
[AGENT][NEUTRAL] And what's his date of birth? This might be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this is it. So this is the debt. OK, but I see the sun. OK, I found the policy and thank you for verifying and all the information provided is a verification of benefits, not a guarantee of payment. So the policy number is 259.
[AGENT][NEUTRAL] Wait, before I do that, are you, are you calling for dental or medical?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK. So, hold on. Cause from what I saw, it was just a dental and uh
[AGENT][NEUTRAL] Life, yeah. He doesn't have um medical with us.
[CUSTOMER][NEUTRAL] Oh, interesting. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] There's only a dental policy and a group term life policy.
[CUSTOMER][NEUTRAL] OK, that would make sense why I can't because I tried to search him on the 90 degree benefits portal too and I couldn't find him for medical there either.
[AGENT][NEUTRAL] Oh, OK, so yeah, that's why.
[CUSTOMER][NEGATIVE] That would make sense. I was very confused.
[AGENT][NEUTRAL] I was too at first, I'm like, wait.
[CUSTOMER][NEUTRAL] OK, so this plan only.
[CUSTOMER][NEUTRAL] What is happening? Yeah, and then they both have the same name so that that confuses things a little bit too.
[CUSTOMER][POSITIVE] OK, perfect. Well, I will make note of that um if I could just get your name one more time I can make a note in here.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Alright [PII] thank you again so much for your help with that. I appreciate you checking on it for me.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No ma'am, that will do it thank you so much.
[AGENT][POSITIVE] Alright. You're welcome. Thanks for calling API. Have a great week. Bye-bye.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.