AccountId: 011433970860
ContactId: fa572ba1-40ef-41e2-969f-624634bf14fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343200 ms
Total Talk Time (AGENT): 201467 ms
Total Talk Time (CUSTOMER): 92139 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/fa572ba1-40ef-41e2-969f-624634bf14fc_20250217T15:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm trying to uh verify benefits.
[CUSTOMER][NEUTRAL] I'm sorry, verify eligibility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you just need eligibility or do you also need eligibility and benefits?
[CUSTOMER][NEUTRAL] Uh, just eligibility today.
[AGENT][NEUTRAL] OK, yes, sir, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. Last initial is [PII].
[AGENT][NEUTRAL] OK, thank you. And my name again, [PII] is [PII] and the first initial and my last name is also [PII]
[AGENT][NEUTRAL] And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Yeah, um, let me see, the best one is probably [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Let me get the card back up here real quick. Uh, looks like we have D420.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] 31646.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not a a number for APL. Some of these members have um 90 degree benefit policies, which is what that number indicates, and they also have APL policies, but we have a different policy number. Is that the only number that's on their ID card? Do they have a policy certificate number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, that appears to be the only one on here. I might need to contact a different.
[AGENT][NEUTRAL] Well, that's OK. Um, did you call [PII]?
[CUSTOMER][NEUTRAL] Group then.
[AGENT][NEUTRAL] Today.
[CUSTOMER][NEUTRAL] I did not.
[AGENT][NEUTRAL] You called [PII].
[CUSTOMER][NEUTRAL] Yep, that's it.
[AGENT][NEUTRAL] OK, so it was just that you selected the wrong option. I'll be happy to check and see if the member of the your patient also has a policy with us before I transfer you over to them so that you don't have to get transferred back.
[AGENT][NEUTRAL] The APO. What is your patient's last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm not sure how it's pronounced. I think it's [PII].
[AGENT][NEUTRAL] Or if you have the first.
[AGENT][NEUTRAL] OK. Do you have the full social?
[AGENT][NEUTRAL] By chance.
[CUSTOMER][NEUTRAL] Let me see if we do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, um, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII] and that is also the subscriber. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Alright, so let me see if we have anything in our system for that.
[AGENT][NEUTRAL] And we do not. 790,267,890.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] OK, so I'll be happy to connect you over to 90 Degree Benefits, [PII], again, you did call the right number just if for any reason our call drops, press option 1 on that line.
[CUSTOMER][POSITIVE] OK, got you, sounds good thank you.
[AGENT][POSITIVE] All right. Well, is there any, absolutely, you're welcome. And is there anything else I can help you with before I connect you?
[CUSTOMER][POSITIVE] I think that's all I needed.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, well then thank you again for calling APL and if you'll give me one moment, I will get you transferred.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you for calling 90.
[CUSTOMER][NEUTRAL] 90 degree Benefits. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, it's [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] Hi, I'm good. How are you?
[AGENT][NEUTRAL] I'm doing fine, thank you for asking. So I have a provider on the line. Um, his name is [PII], and he gave me the D number. I looked by the social for the individual. He did happen to have that, but this member doesn't have a policy with APL. Um, the number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Sometimes I don't get the D number all the way, but I was able to get that number today.
[CUSTOMER][NEUTRAL] Thank you, ma'am. Um, is that for [PII], I don't know how to say that name.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] He didn't give me the first name and that's exactly what he said. He didn't know how to say it, but how you pronounce the last name is very similar to how he pronounced it and then he did have the social, so I tried to look it up by that and we don't have any one in our system.
[CUSTOMER][NEUTRAL] Yeah, yeah, they have just the, the Mc plan only.
[AGENT][NEUTRAL] Yeah, I just didn't want to transfer him without checking first if you, if they did, and then you had to transfer back. Well, you're welcome. So are you ready to speak to [PII]?
[CUSTOMER][POSITIVE] Yes, ma'am. I appreciate that.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh yes I am. Do you have a good callback number?
[AGENT][NEUTRAL] I do. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, ma'am. I appreciate it. And yes, ma'am, you can send him over.
[AGENT][POSITIVE] You're welcome. All right, well, have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you very much. So, bye bye.
[CUSTOMER][POSITIVE] You're welcome. Bye.