AccountId: 011433970860
ContactId: 2736f211-61aa-4782-aa97-bb49775dff50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 423410 ms
Total Talk Time (AGENT): 237741 ms
Total Talk Time (CUSTOMER): 177173 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/2736f211-61aa-4782-aa97-bb49775dff50_20250107T22:36_UTC.wav
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[AGENT][POSITIVE] Thank you so much for calling ATL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] OK, my name is, uh, I'm calling for my husband, [PII]. He just got his medical cards.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And, and I talked to somebody, Vision, and they gave me superior vision that takes care of the vision, and it should be in his plan, but they have no, um, he's not in their system, so some but you have to send over an enrollment.
[CUSTOMER][NEUTRAL] Packet for them to put him in the system?
[AGENT][NEUTRAL] OK, unfortunately we don't coordinate benefits with superior vision um but if you want me to pull up this policy I can help you uh figure out like where we need to go and what we need to do. Do you have that policy number handy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes, it's D.
[CUSTOMER][NEUTRAL] 4 as in dog 462
[CUSTOMER][NEUTRAL] 05597
[AGENT][NEUTRAL] OK, I understand. So that number is actually the 90 degree benefits number and for whatever silly reason when you call them, if you press option 2, it will send you to us, um, but, and I'm so sorry because I bet that's what you did is you called and then it said for like medical benefits press number 2, but you'll actually want to call that 90 degrees benefits number back or the IMA benefits it might say either name and press option 1 and I think that's who you're gonna want to get a hold of.
[CUSTOMER][NEUTRAL] So call the [PII].
[AGENT][NEUTRAL] Yeah, but then press option one.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure and um.
[AGENT][NEUTRAL] I actually, you said 8606. If you don't mind, I just want to pull up my, I have a little cheat sheet with all those um numbers. Do you mind if I just pull that up and confirm it because it does sound right, but I would hate to just say yes, that was it and then I have given you the wrong number because I was being arrogant.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, let me just confirm.
[AGENT][NEUTRAL] OK, I actually have a different number listed um do you mind if I give you that one?
[CUSTOMER][NEUTRAL] Sure, go ahead.
[AGENT][NEUTRAL] OK, I have [PII] and then it says press option one.
[CUSTOMER][NEUTRAL] [PII]. What, what was the last part I got 1800-833.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Option one. OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yep, and it's gonna transfer you might say 90 degree benefits or it might say IMA but they're, I believe they're both the same, so.
[CUSTOMER][NEUTRAL] OK. And it also says to be locate a provider. I tried that, um, and it didn't, I didn't know how to do that, but there's a number to call for that, but
[AGENT][NEUTRAL] Yes, and those providers are through multi plan so again I don't have like your husband's policies pulled up, but most of the time, um, seeing a multi plan provider will offer you additional discounts but it doesn't mean you couldn't see other providers you just get like a a nice discount through the multi plan providers.
[CUSTOMER][POSITIVE] Because the providers that I know are very good. It's, it's called [PII] Care [PII].
[CUSTOMER][NEUTRAL] [PII], it's called Centricare, but there's, there's doctors everywhere, but I go to that, that doctor and I just was wondering because, you know, uh [PII] should go.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Uh, you know, [PII] should go to one of their doctors cause they're really good and
[AGENT][NEUTRAL] Yeah, if you like them I'd recommend giving them a call and asking them if they're partnered with multi plan a lot of, a lot of places are partnered with them.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK, I'll do that.
[CUSTOMER][NEUTRAL] Um, I was gonna be, the reason I was wondering about vision is because [PII] has a cataract in his eye and he needs surgery.
[AGENT][POSITIVE] Goodness.
[CUSTOMER][NEUTRAL] He's had it since, I don't know, he hasn't had insurance for a long time and he nearly really needs, it's getting really bad cause he might go blind in that eye if he doesn't get whatever, yeah. I'm just trying to get him some vision.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Absolutely. So if you want, so there's a company that's called Benefits in the card and they coordinate all of your benefits. So they're the ones who know like I mean I don't know what they do because we, we're on the other side of it where we just work with them, but we're not like putting it all together but they do they tie all those strings together and set up all the benefits and I can give you their contact information that way if you need to, you know, like these are the people who are getting all the information together and they should have.
[CUSTOMER][NEUTRAL] So he can, you know,
[CUSTOMER][NEGATIVE] Fix it or
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] The best guidance for you and I can give you their contact as well OK?
[CUSTOMER][NEUTRAL] OK. What is it, what's it called? What's it called?
[AGENT][NEUTRAL] Yep, it's called Benes in a card but BIC for short, BIC.
[CUSTOMER][NEUTRAL] What could you repeat that? I, what is it?
[AGENT][NEUTRAL] Yep, Benefits B E N I. I, I don't know how to spell benefits, B E N E F I in a card.
[CUSTOMER][POSITIVE] OK, benefits.
[CUSTOMER][NEUTRAL] On a card in a card or on a card?
[AGENT][NEUTRAL] In, in a car.
[AGENT][POSITIVE] Benefits in a card.
[CUSTOMER][NEUTRAL] In a card. OK. I never heard of it before.
[AGENT][NEUTRAL] Yep, and then they go by big EIC for short, and they
[CUSTOMER][NEUTRAL] OK. Oh, that's what it says because it says here limited benefit med plan dash VIP BIC.
[AGENT][NEUTRAL] Yep, so that would be that BIC is benefits and a card and so I can give you their contact number.
[CUSTOMER][NEUTRAL] OK, what's the VIP?
[AGENT][NEUTRAL] I'm not sure. I'm so sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] They may be able to tell me. OK.
[AGENT][NEUTRAL] They might.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and their phone number also starts with [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They are [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. I don't know if anybody's there because it's [PII].
[AGENT][NEUTRAL] Yeah, I'd actually, I honestly, I'd recommend calling them first. Um, I wouldn't even, I would skip calling IMA right now and I would call the benefits in a card first, um, because I know I can't speak again for super superior vision, but we get our information from the benefits in a card, um, we get our information from them to start, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she told me that it should have been part of his, his plan or something, she told me. And then she gave me superior vision or something she gave me, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, I would recommend going ahead and calling um that last number I just gave you and having them they're I think they're gonna have the best information even on just how to direct you the best possible way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] I wish, I wish you and [PII] the best of luck and I really appreciate you giving us a call and talking to me today.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure. You have a wonderful evening.
[CUSTOMER][NEUTRAL] Mhm. You too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.