AccountId: 011433970860
ContactId: 2c9a3125-49c4-466d-ae06-832309e67253
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 634780 ms
Total Talk Time (AGENT): 208399 ms
Total Talk Time (CUSTOMER): 269531 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/2c9a3125-49c4-466d-ae06-832309e67253_20250516T13:20_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, uh, uh, I had, I was trying to check on a, on a, uh, a claim that I had submitted for Healthy you back in December. uh, Labor said they hadn't gotten any response from the, from, uh, from my, my, uh, insurance, so I'm just trying to check up on that, see if I can resubmit it.
[AGENT][NEUTRAL] OK, sure, yes, I can check and see what happened to that claim. May I have your name?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh, yes, uh area code [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, the policy number is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see, I'm looking so small let's see, uh, let's see.
[CUSTOMER][NEUTRAL] It's small, OK, OK, I've got a group number and I got an employee ID number. Let's see.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Any of those starts with a 0 followed by 7 digits?
[CUSTOMER][NEUTRAL] Let's see, let me see if one of them.
[CUSTOMER][NEUTRAL] 059 7 digits uh.
[CUSTOMER][NEGATIVE] So small. Let me, let me turn the light on. It is so small.
[CUSTOMER][NEUTRAL] 0.
[CUSTOMER][NEUTRAL] Yeah, it's a 07 digits.
[CUSTOMER][NEUTRAL] No, not that I can tell. Let me see, 0 and 7.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Not that I can tell.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let's see. I'm trying to see if it's not something else.
[CUSTOMER][NEUTRAL] OK, let's see 0, let's see, APL that's something I don't know what that is, so.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I got a policy. Let me see this is a, OK, this, it says APL and I got a policy number here, so 0 with OK, let's see, policy number says 025.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 38849
[AGENT][NEUTRAL] OK. All right. And for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Uh yes, uh, um, uh, I'm I'm sorry, what was the first thing you asked for?
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] Oh yeah, OK, I'm sorry, uh, [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And and then the mailing address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, [PII], I'm sorry [PII].
[AGENT][NEUTRAL] Thank you. Thank you. And may I have that email address that we have on file just for verification?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK. And what is the date of service for the charges on December for that corn?
[CUSTOMER][NEUTRAL] OK, it shows right here date of service.
[CUSTOMER][NEUTRAL] Let's see that Thursday it was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so we do not have a claim for [PII]. Um, let me see what we have. Uh, bear with me just a sec.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull up
[CUSTOMER][NEUTRAL] Now the other representative that I spoke with, she said she's, I'm sorry, she said she saw in the system of a couple of, uh-huh.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I think she said she saw an a system a couple of times where I had made an attempt to submit the classes. There was something in her system.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm pulling the documents and see what is this other claim that is showing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK, Mr. [PII], I went ahead and um just pull every claim that I could find under your policy with the APL. Um, I do not, uh, I don't see a submission for yourself, so I'm not sure if, if you're just calling the wrong place, um, but it looks like we have your hospital indemnity policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And with this one, we do not pay lab um or independent lab. It's just like for office visits and stuff like that. Um, we did uh covers uh like a benefit for the visit you had back in January for Carmen Carden Community Family Healthcare.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, that is the only one that we have received, and we did pay that one. Other than that, we have not received any other claims um pertaining to any lab work. Like I said, it may be that you called a different company for that um because we do not cover preventative and we do not cover, yeah, we do not cover any lab work under this one.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I may have
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, do I have, uh, I think she said, I think she said, uh, I had 22 different types of coverages, one that one number I could call that was associated with, uh, preventive, and then I think she, I think the number that.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] She gave, I, I think where she transferred me to was for like I think she said what indemnity hospital indemnity is that that is this the the division that I'm uh is this division that.
[AGENT][NEUTRAL] No, this one is the hospital indemnity. This one is the hospital indemnity, and this one only, yeah, mhm, yeah, so this one only covers like for office visits, sickness and stuff like that. Um, let me go ahead and check and see if you have um IMA because that may be who you spoke to the last time, OK?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and yeah, and then get that number for you.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] Yeah, if you could transfer and give me the number that that'd be good.
[AGENT][NEUTRAL] Mhm. Sure, yes.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][NEUTRAL] You're welcome. I'm, I'm looking for that number, OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes your card. Let me look at the card before I transfer you just to make sure.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] VIP plan, yes, you do have IMA. So, um, let me get that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the number 2 IMA, which is the preventative part of it, is 1-800.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 833
[AGENT][NEUTRAL] 4296. Again, that's [PII] option number one. I'm gonna go ahead and transfer you over to that option. Is there anything else I'm gonna help you with today before I transfer you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thank you. I appreciate you've been very patient and kind, so thank you.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling ATL. You have a good day, Mr. [PII], and one moment while I transfer you.
[CUSTOMER][NEUTRAL] Alright you too now.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] All right bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling IMA and thank you for calling 90 Degree Benefits, the administrator for benefits in a card members.
[CUSTOMER][NEUTRAL] 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, MVP plans, or COBR enrollment, please press 1. For questions on the APL hospital indemnity plans or dental coverage, please press 2.
[CUSTOMER][NEUTRAL] If you would like to participate in a quick survey after the call to rate your service, 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 for your understanding and patience.
[CUSTOMER][NEUTRAL] Uh yes, uh, uh, my name is [PII], and I'm calling about uh a claim submission, uh, that I, uh, submitted back in uh [PII]. If you could please give me a call back at area code [PII] I'm I'm sorry, area code [PII]. Thank you.