AccountId: 011433970860
ContactId: 07da073d-678a-4fac-a0f7-69ed7b3259e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189639 ms
Total Talk Time (AGENT): 84619 ms
Total Talk Time (CUSTOMER): 91146 ms
Interruptions: 2
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/07da073d-678a-4fac-a0f7-69ed7b3259e6_20250114T16:19_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII], and I am calling with Past Link of [PII], and I am trying to see if you guys had received a claim that we had submitted for one of your members.
[AGENT][POSITIVE] I'd love to help you with claim status today and I'm so sorry I didn't quite catch it. What was your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you Ms. [PII] and uh may I have a good call back number from you as well?
[CUSTOMER][NEUTRAL] Yep, it's [PII].
[AGENT][POSITIVE] Perfect, thank you. And what is your member's policy number today?
[CUSTOMER][NEUTRAL] I have D as in dog 476-866-70.
[AGENT][NEUTRAL] Alright, so that policy number is gonna be for the 90 degree benefits and IMA. Um, ours is gonna be different, it's like 6 to 8 digits on the card.
[CUSTOMER][NEUTRAL] OK, I don't have a card. I only have that so I'm wondering if it's.
[AGENT][NEUTRAL] I can try searching for them with uh their first and last name if you'd like.
[CUSTOMER][NEUTRAL] Needs to go through 90 degrees.
[CUSTOMER][NEUTRAL] Yeah, if you wouldn't mind.
[AGENT][NEUTRAL] Yeah, what is the last name?
[CUSTOMER][NEUTRAL] I have [PII]
[AGENT][POSITIVE] Perfect and then the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What do you know what city and state they would be out of?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] OK, I don't have anybody with that name in my system um matching that state.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm really sorry, but if you call, there is um a, a number you call on the card. It's gonna be the, and I don't know if it's the one you dialed, but it's [PII].
[CUSTOMER][NEUTRAL] No, that's OK.
[CUSTOMER][NEUTRAL] It's a I don't have the oh hold on, you're giving it to me 800 no that's OK. I don't have the ID card so I just go by what you know the hospital sends us for their billing so you said it's [PII]?
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] Oh, I understand.
[AGENT][NEUTRAL] 833.
[CUSTOMER][NEUTRAL] 833 OK.
[AGENT][NEUTRAL] 4296 and if you press option one you're gonna get to 90 degree benefits in IMA. Option two will send you right back to us and it's gonna make you think you want option two, but you don't, you just want option one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK perfect. I don't think that's the number I called. I had to actually Google a phone number for you guys because what we have, yeah, we just have an address, no phone number listed, so I was like, OK, I guess I'm going on a wild goose hunt.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] And I did see online that it could be either the APL or the 90 degrees so I was like, well I'll start here and see what I can find out so this definitely helps.
[AGENT][NEUTRAL] Well, I'm glad you at least didn't have to start googling how to get to 90 degree benefits then.
[CUSTOMER][POSITIVE] Right, right, well I appreciate your help thank you so much.
[AGENT][POSITIVE] Hey, it's my pleasure thank you you have a great day Miss [PII].
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.