AccountId: 011433970860
ContactId: 4748a4ec-8ecc-4dfb-9f8c-371ccdc2887b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370459 ms
Total Talk Time (AGENT): 116454 ms
Total Talk Time (CUSTOMER): 137824 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/4748a4ec-8ecc-4dfb-9f8c-371ccdc2887b_20250507T19:17_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling to check claim status.
[AGENT][NEUTRAL] Yeah, sure. I can assist you with claim status. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it is um [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's D as in David 42030221.
[AGENT][NEUTRAL] Do you see a policy certificate number? It's gonna start with the 0 followed by 7 digits. That's gonna be our number.
[CUSTOMER][NEUTRAL] Oh OK let me see.
[CUSTOMER][NEUTRAL] I should've known that was too good to be true that they got that right.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] And they probably don't have it because I don't see the card.
[AGENT][NEUTRAL] OK, if you have a social, I can also use the social or I can do a name search.
[CUSTOMER][NEUTRAL] So it's um.
[CUSTOMER][NEUTRAL] OK, let me try that with social.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] What's the name of the patient?
[CUSTOMER][POSITIVE] [PII] and that I know I'm saying that wrong, it's [PII] [PII] [PII] Barbie.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you know if she's the main holder?
[CUSTOMER][NEGATIVE] No, I couldn't even check eligibility with this.
[CUSTOMER][NEGATIVE] Policy, um, not for sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] It they they don't list that down here, uh.
[AGENT][NEUTRAL] OK, yeah, um, yeah, I didn't put anything on that so.
[CUSTOMER][NEUTRAL] It it says self on the paperwork but I'm not for sure if she's a subscriber.
[AGENT][NEUTRAL] Mm OK. How do you spell the last name and the first name? Let me do a name search.
[CUSTOMER][NEUTRAL] Yes, OK, the last name is [PII]
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] And the middle name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] And um so they have the two names altogether. I I love.
[CUSTOMER][NEUTRAL] No, I'm thinking it's the first and middle.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Middle name is [PII], first name is [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] So with that policy number I just provided to you, nothing came up.
[AGENT][NEUTRAL] No, uh, that is for that number, the number is for IMA. Um, IMA usually handles preventative service if they do have an IMA plan, um, and then like for any regular medical, usually we're the ones that, um, take care of that part, but it doesn't look like she has a policy with us, so she probably just have um IMA.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, have you tried contacting IA? I can transfer you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, do you have that number?
[AGENT][NEUTRAL] Mhm, I do. Let me go ahead and get that for you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again that the number you provided to me is for IMA OK, so that's their policy number. Um, I'm waiting on the system, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so the number to IMA is 1800-833-4296, option number 1.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today? Would you like me to transfer you?
[CUSTOMER][POSITIVE] Oh yeah, if you could transfer me that'd be great.
[AGENT][POSITIVE] Yes, sure, Ms. [PII]. I can go ahead and transfer you. Well thank you for calling APL. You have a good day. One moment while I transfer.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.
[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. If you would like to participate in a quick survey after the call to rate your service with us, please press 1. Press 2 if no.
[CUSTOMER][POSITIVE] I need to great benefits, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh yes, I'm trying to confirm uh coverage and then and if there's a claim on file.
[CUSTOMER][NEUTRAL] OK, tell me your name.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What clinic or office are you calling from?
[CUSTOMER][NEUTRAL] Uh, Jenny Stewart Medical Center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's your callback number?
[CUSTOMER][NEUTRAL] [PII]