AccountId: 011433970860
ContactId: fc1ac9b9-1a81-4404-8304-50e235da513a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 391100 ms
Total Talk Time (AGENT): 154281 ms
Total Talk Time (CUSTOMER): 110788 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/fc1ac9b9-1a81-4404-8304-50e235da513a_20250522T18:07_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] Yes, I just wanna verify um eligibility for a patient please.
[AGENT][NEUTRAL] OK, you just need eligibility, not benefits, is that correct?
[CUSTOMER][NEUTRAL] Um, eligibility and benefits if I could please.
[AGENT][POSITIVE] Yes, ma'am, I can help you with both. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII] from WakeMed uh MyCare 365.
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII]?
[CUSTOMER][NEUTRAL] Uh, I have the employee ID. Is that the same thing?
[AGENT][NEUTRAL] Honestly, I'm not sure. It's gonna be dependent upon the type of policy they have. If it starts with a D, no, that is not the number I need. No, that's not the APL number. There would be another number on the ID card, policy certificate, or policy number.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That D number indicates it's a 90 degree benefit plan.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, where would the policy number be located then? I see a payer ID.
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] And I see the employee ID group number. I do not see any policy number listed.
[AGENT][NEUTRAL] OK, so I'll be happy to check to see if I, if this member has a policy with APL also, but again that D number [PII] indicates that's a 90 degree benefit number. Did you call [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. So option one.
[AGENT][NEUTRAL] We'll take you to IMA or 90 degree benefits.
[AGENT][NEUTRAL] And then option 2 would bring you here to APL.
[CUSTOMER][NEUTRAL] OK, so I need to do option one.
[AGENT][NEUTRAL] Yes ma'am, I can transfer you, but let's verify that this member does not also have a policy with APL because some of these members have coverage in both places. So before I transfer you over there since I'm already speaking to you and then they have to transfer you back, what is your patient's last name?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII], and I can spell that for you.
[AGENT][NEUTRAL] OK, do you happen to have the full social?
[CUSTOMER][NEUTRAL] Uh, let me check.
[AGENT][NEUTRAL] Cause that would be much easier, especially with the hyphenated name.
[CUSTOMER][NEUTRAL] Right, I do not have the patient of social.
[AGENT][NEUTRAL] Cause I can't search my date of birth.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I do not have the patient's social unfortunately.
[AGENT][NEUTRAL] OK, so [PII] [PII] [PII], and what's the next word?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] No worries, I'll, you can call back.
[AGENT][NEUTRAL] Go ahead and give me the first name.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, so we do not have anyone in our system here at APL by that name, so I'll be happy to connect you over.
[AGENT][NEUTRAL] To IMA but again if we get disconnected for some reason do call that same number back that you called and select option one.
[CUSTOMER][POSITIVE] Got you. OK, thank you.
[AGENT][POSITIVE] OK, well, you're very welcome [PII]. Is there anything else I can help you before I transfer you?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am, one moment.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. The ad 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][NEGATIVE] The person you are trying to reach is currently unavailable.
[AGENT][NEUTRAL] [PII], this is still [PII] at APL. OK, so I was holding for a representative and then after a minute it went to um a machine saying check that there was no available attendance and offering you the option to leave a voicemail but I didn't wanna just drop you into that voicemail. Do you want me to transfer you back over there so you can hear all of the.
[CUSTOMER][POSITIVE] Got you.
[AGENT][POSITIVE] Prompts and everything. And, OK. All right. I'll be happy to. So one moment.
[CUSTOMER][POSITIVE] Yes, please. That'd be great.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits. If you would like to participate in all agents.