AccountId: 011433970860
ContactId: fc5bc2d4-0111-4a9f-bd20-faa0d8d1fa75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247419 ms
Total Talk Time (AGENT): 85650 ms
Total Talk Time (CUSTOMER): 80880 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/fc5bc2d4-0111-4a9f-bd20-faa0d8d1fa75_20250522T19:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling with a provider today, um, and I don't know if I'm in the right spot or not, but just trying to verify medical benefits for a member.
[AGENT][NEUTRAL] OK, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And policy number of the patient?
[CUSTOMER][NEUTRAL] Uh, so we have got D as in dog, 43223334.
[AGENT][NEUTRAL] Uh, you have the last name?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. It's [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] OK. Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Is this for uh medical or dental?
[CUSTOMER][NEUTRAL] Yeah, it would be for a medical admin back in April. Um, I called at that time and was advised there was only dental and life on this plan, however, um, they are insisting that there's medical coverage for this also.
[AGENT][NEUTRAL] Um, let's see, yeah, I just showed dental and Life, but let me pull up the card, um, and see.
[AGENT][NEUTRAL] What's on the card?
[CUSTOMER][NEUTRAL] It says the multi plan limited.
[CUSTOMER][NEUTRAL] Coverage.
[AGENT][NEUTRAL] Yeah, these plans are a little bit um
[AGENT][NEUTRAL] Got different types of coverage. Let me pull this up real quick. Yeah, they're a little different.
[CUSTOMER][NEGATIVE] Weird.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Uh, let's see
[AGENT][NEUTRAL] OK. Let's see.
[AGENT][NEUTRAL] OK, and then the the original number you gave me was that, did that start with a D as in delta?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so 90 degree benefits.
[AGENT][NEUTRAL] Um, administers, they're the TPA for the, the policies that begin with that D. Um, I can transfer you over there, but for us, for APL we just administer their dental and their group term life.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me
[CUSTOMER][NEUTRAL] OK, yeah, that'd be wonderful if you might be able to transfer me. Are you able to tell from, would I have to talk to them to see if there's, because that's who I verified with back in April, that there was only dental and life insurance on this, so I just, I don't wanna go have to go round and round if there no, no medical coverage.
[AGENT][NEUTRAL] Yeah, I don't, um, we like I said, this plan is kind of different because we administer part of it, 90 degree benefits minister is part of it and then benefits in a card is like the TPA that sends us eligibility files, so, um.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] I'm, I, I'm gonna transfer you over to 90 Degree, but press option 0 for customer service, um, and then if they do have a policy, you should be able to help, so.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK, that sounds great. Thank you so much.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree.