AccountId: 011433970860
ContactId: ff6b05d1-79cc-4dac-9af9-32cd38c718cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226100 ms
Total Talk Time (AGENT): 125058 ms
Total Talk Time (CUSTOMER): 74703 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/ff6b05d1-79cc-4dac-9af9-32cd38c718cb_20250220T14:08_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 [PII], I am trying to verify benefits and eligibility on a patient.
[AGENT][NEUTRAL] OK, you need eligibility and benefit information, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII] option 2.
[AGENT][NEUTRAL] Thank you and the member's policy number please [PII]?
[CUSTOMER][NEUTRAL] D as in Delta 476-837-25
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not an APO policy number. That is a policy number for 90 degree benefits or IMA.
[AGENT][NEUTRAL] Is there another number? Some of these numbers have dual coverage. Is there another number on her card that would indicate that she has a policy with APL?
[CUSTOMER][NEUTRAL] Uh, this is just the phone number listed on the card that I called.
[AGENT][NEUTRAL] OK, was that [PII], or did you call 90 Degree Benefits at [PII]?
[CUSTOMER][NEUTRAL] That number, the 90 degree.
[AGENT][NEUTRAL] OK, you just needed, it was, you just selected the wrong option. For them it is option one.
[AGENT][POSITIVE] When you call that number, but before I transfer you, I'll be happy to check [PII] to see if she also has a policy with us so that they don't have to transfer you back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, do you have um
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Is your patient the subscriber?
[CUSTOMER][POSITIVE] Yes, I do have a social if that helps.
[AGENT][NEUTRAL] You do? OK. All right. So give me just one moment and I can try that. OK, I'm ready.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then I'm gonna repeat it back. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh. [PII]. Yes ma'am. OK, we do not have anyone in our system with that social, so I will be happy to transfer you over to them again you did call the correct number just select option one if for some reason our call were to drop.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] Yeah, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Option
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, well, you're certainly welcome. So again, if that's all I can help you with, thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Thank you for calling IMA and 90. 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. We're sorry, but all agents are currently unable to take your call. Please leave a detailed message after the beep, and we will get back to you as soon as possible. Thank you.
[AGENT][NEUTRAL] OK [PII], I didn't wanna just release you to voicemail but it's, it's getting a voice, uh, a message stating that all agents are busy and to please leave a voicemail. So would you like for me to transfer you back so you can do that or do you just want to try to call them yourself?
[CUSTOMER][NEUTRAL] You can transfer me back that's fine. I'll, I'll, um, leave a voicemail thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. You're welcome. All right. So one moment, please.
[CUSTOMER][POSITIVE] Thank you for calling IMA and thank you for calling 90 Degree.