AccountId: 011433970860
ContactId: 4db872f2-5d3c-4f61-a923-c7dcd254ce51
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291160 ms
Total Talk Time (AGENT): 143303 ms
Total Talk Time (CUSTOMER): 80378 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/4db872f2-5d3c-4f61-a923-c7dcd254ce51_20250521T18:51_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. I just talked to a representative and I forgot to get a piece of information, so I'm calling back.
[AGENT][NEUTRAL] OK, it's fine, no problem. May I have a callback number just in case we get disconnected with [PII]?
[CUSTOMER][NEUTRAL] Sorry, yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] It's going to be 02495893.
[AGENT][NEUTRAL] I'm sorry, that was 95893.
[CUSTOMER][NEUTRAL] 02495893, yes.
[AGENT][NEUTRAL] OK, yeah, OK, thank you. Give me one moment, let's see.
[AGENT][NEUTRAL] I'm waiting on the system, bear with me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, it's going to be, his name is [PII], [PII].
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK, thank you. And how may I assist you, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, she gave me the plan details, but what I needed to know is the billing, who are we billing because there's several names and things on here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, where does the claims actually go? Yeah.
[AGENT][NEUTRAL] OK, let, let me check just to make sure. Um, I think it goes to IMA but let me double check.
[AGENT][NEUTRAL] Yeah, this one does go to IMA. So we'll go to IMA [PII].
[CUSTOMER][NEUTRAL] And what does IMA stand for? Does it stand for anything, or that's this whole thing?
[AGENT][NEUTRAL] Uh, um, yeah, it does stand for something. Bear with me just a second, let me get that.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Information I wait somewhere here, um, let's see hold on.
[AGENT][NEUTRAL] I am.
[AGENT][NEUTRAL] I know it's something about um.
[AGENT][NEUTRAL] Medical.
[AGENT][NEUTRAL] Association I think it's Imaging Medical Association, but I'm not sure. Uh let me see what.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Insurance and financial services.
[CUSTOMER][NEUTRAL] I'm sorry, what was it?
[AGENT][NEUTRAL] OK, um, it looks like it's insurance and financial agencies. Let, let me make sure.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I have a payer ID. I don't know if that will help you locate the whole name. um.
[CUSTOMER][NEUTRAL] No, that's OK. I just, I was just wondering if it's good for something that's fine because I was gonna try to look it up for further, um, see if it was on our real-time eligibility, but yeah, if you don't know what it stands for, that's fine.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, yeah, yeah, I'm just, yeah, I'm trying to look for it, but I don't see it, um.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] But if for sure goes there, it doesn't go to American public life or whatever this is called, right?
[AGENT][NEUTRAL] Um, no, it, it goes to IMA. IMA will, um, go ahead and process, um, for any preventative service because they're the one that handles the preventative side and then they will go ahead and do the um repricing with um multi plan and then they will send it to us.
[CUSTOMER][NEUTRAL] And what if it's not preventive? What if it's diag diagnostic, does that still go to IMA too?
[AGENT][NEUTRAL] It's still gonna go to IMA because they need to do the repricing through multi plan even if the provider doesn't participate, it just has to go through them for them to check, make sure everything is is correct, and then send it to us. So yeah, it is, it goes to IMA first. I do have a payer ID if you need it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I have the card. It's on the back of the card. I just was wondering, OK, I just want to verify because someone got some different info. Thank you very much for your help. I appreciate it. OK, bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.