AccountId: 011433970860
ContactId: 2e8d895f-7781-47ca-92fb-3f686668166e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372720 ms
Total Talk Time (AGENT): 191476 ms
Total Talk Time (CUSTOMER): 187351 ms
Interruptions: 13
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/2e8d895f-7781-47ca-92fb-3f686668166e_20250407T19:28_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. My name is [PII]. That's spelled like [PII], which is [PII], calling from the product office, checking on the climate status and this call is going to be recorded for training purposes. Could you please help?
[AGENT][NEUTRAL] OK, [PII], you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. I do have a few more claims with me. Uh, if you don't mind, how many claims you can assist in a single call?
[AGENT][NEUTRAL] How many claims then do you have?
[CUSTOMER][NEUTRAL] Uh, I do have almost 10 clients with me.
[AGENT][POSITIVE] Yes, I can help you with that, [PII], and what is your call back number?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] OK, [PII], thank you and you will use my name along with today's date as your call reference number?
[AGENT][NEUTRAL] For each one, again, my name is [PII].
[CUSTOMER][NEUTRAL] OK. May I know your name? Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm.
[AGENT][NEUTRAL] Any information being that I provide for you on any of the claims will be a verification of benefits and not a guarantee of payment. And lastly, if we have the claims on file and you need a copy of any of the explanation of benefits, you may print them by going to our portal which is located at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If you don't mind, can you please spell it?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So, uh, you don't send any of this over the call, right?
[AGENT][NEUTRAL] No, sir. You can print them. You said you have a 10 claims, so yes sir, you can print them if you need them, that many.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so is it self-registration portal or do we need access?
[AGENT][NEUTRAL] Yeah, it's a self registering portal. Once you have the claim number, you should be able to access the EOB.
[CUSTOMER][NEUTRAL] OK, so, but upon checking, we don't have access for this portal. So is there any chance to send that to your base through fax, mail or email?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If the claim is on file, we will, we, I will.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I will fax them if you don't have the ability to to you so you can't get online.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, I'm unable to get.
[AGENT][NEUTRAL] And create a username and a password?
[CUSTOMER][NEUTRAL] Uh, we don't have access to created one, ma'am. We have a, uh, separate team for that one, so that's the reason. Just right now we don't have access for the portal.
[AGENT][NEUTRAL] And you don't have a way to set up your own user name and password?
[CUSTOMER][NEUTRAL] No, ma'am. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what's the first patient's policy number [PII]?
[CUSTOMER][NEUTRAL] That's going to be D as in Delta 43724.
[AGENT][NEGATIVE] OK, that's not an OK, I'm, I'm so sorry, [PII], but instead of you giving me all of that, that's not the APO policy number. That is a 90 degree benefit number.
[AGENT][NEUTRAL] It would be a different number for APL.
[CUSTOMER][NEUTRAL] So that's
[AGENT][NEUTRAL] Were you trying to reach 90 degrees?
[CUSTOMER][NEUTRAL] So, may I know the APO?
[CUSTOMER][NEUTRAL] No, ma'am. It's showing as an IMA insurance. So that's the reason. And one of our colleagues has been
[AGENT][NEUTRAL] OK, their phone number?
[CUSTOMER][NEUTRAL] Uh, can you, uh, can you please, uh, listen my words once.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, you said that you were trying to reach IMA?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK, so that is a different company, their phone number and I can transfer you but their phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], I'm sorry. Let me give you that again. [PII], [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Option one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, but upon checking, uh, one of our colleagues has been called for a call to the call for the claim status with the same phone number and spoke with, uh, your representative and he got claim status, ma'am.
[AGENT][NEUTRAL] OK, but
[CUSTOMER][NEUTRAL] I do have a claim number also if you want.
[AGENT][NEUTRAL] If it's for the D number, that's, I'm with a different company, [PII].
[AGENT][NEUTRAL] When you call that phone number, yes sir, when you call that phone number right there, depending on which option you select, it can take you to different companies for IMA it's option one.
[CUSTOMER][NEUTRAL] OK. So may I know your member ID?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So for all I am your claims, we need to call that number, right?
[AGENT][POSITIVE] Yes, sir, and option one, but I'd be happy to connect you if you would like for me to.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If that's who you were trying to reach.
[CUSTOMER][NEUTRAL] OK, yeah, can you please transfer the call to.
[AGENT][POSITIVE] Yes, I'll be happy to do that. So is there anything else I can help you with before I do?
[CUSTOMER][NEUTRAL] Mhm. Can you please?
[CUSTOMER][NEUTRAL] Nothing, ma'am. That's it, fine. Thank you.
[AGENT][POSITIVE] OK, [PII], well thank you for calling APL and I hope that you have a very nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Yes, sir. Thank you so much. So one moment and I will connect you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree. If you would like to participate in.