AccountId: 011433970860
ContactId: 0b438ec1-ba26-4bdb-aff0-a33bb5bf028b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238080 ms
Total Talk Time (AGENT): 115683 ms
Total Talk Time (CUSTOMER): 111819 ms
Interruptions: 3
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/0b438ec1-ba26-4bdb-aff0-a33bb5bf028b_20250625T14:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Um, this is [PII] from uh Starmontville Case Management. I have a patient, um, that has a PHCS multi-plan. I'm just trying to find out who the DME company provider is. I thought it's gonna be Home Link, but they're saying probably no.
[AGENT][NEUTRAL] OK, so you're calling to find out about a DME company for members plan?
[CUSTOMER][NEUTRAL] Yeah. Yeah, who will be providing like a walker?
[AGENT][POSITIVE] Yes, ma'am. Well, I can try and help you with that, um.
[AGENT][POSITIVE] OK, yes, ma'am. I can see if I can try and help you with this, [PII]. What is a good callback number for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] It's gonna be D as in David, 43221728.
[AGENT][NEUTRAL] OK, thank you. Now, [PII], that is not an APO policy number. That is for 90 degree benefits. Does the member also have a plan with APL?
[CUSTOMER][NEUTRAL] I don't know. This is just what I got from our insurance buyers. They said the payer or plan is multipla PHCS multi-plan, and the subscriber ID number is D43221728.
[AGENT][NEUTRAL] And what phone number did you call to reach me today?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that is actually, that phone number will take you to multiple places depending on which option you select. So that is the option one on that line would take you to 90 degree benefits, which is who is affiliated with that D number that you're giving me. Now, I'll be happy to try and see if the member may also possibly have a policy with APL. Do you happen to have the subscriber's full social?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes. It's gonna be um [PII].
[AGENT][NEUTRAL] OK, thank you. So one moment, please, because some of these members do have dual coverage and some either have just the 90 degree benefits or just the APL. So one moment for me to check that for you. OK, so what is your patient's name?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII]
[AGENT][NEUTRAL] OK. So the member does not have a policy, [PII], with APL for any type of medical plan. I'll be happy to connect you over to 90 Degree Benefits or IMA, but if for any reason our call gets disconnected, you would call that same number that you called, just select option one.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] All right. You're welcome. So, can I help you with anything else before I transfer you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mm mm, no, that's that.
[AGENT][POSITIVE] OK, well then, thank you for calling APL and then I, and I hope you have a nice day. So give me just one moment and I will try and get you connected, OK? Thank you. You're welcome. So one moment.
[CUSTOMER][POSITIVE] You too. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 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 directed to the appropriate party to answer your questions. For questions on IMA Mec Wellness, if you would like to participate in a quick survey after the call, all agents are currently assisting other callers.