AccountId: 011433970860
ContactId: 4df03377-5a9b-4962-93fa-16e3c5ab25c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240000 ms
Total Talk Time (AGENT): 98641 ms
Total Talk Time (CUSTOMER): 70755 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/4df03377-5a9b-4962-93fa-16e3c5ab25c8_20250425T12:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a question regarding a claim.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with your claim. And are you the provider or you're the insured?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] OK, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. It's [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] D as in David 473 04403
[AGENT][NEUTRAL] All right. Do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Uh, no, I do not.
[AGENT][NEUTRAL] OK, um, so that the number is for 90 Degree Benefits, which is a different company. Um, do you have the member's full social?
[CUSTOMER][NEUTRAL] Um, let's see, yes, I do.
[AGENT][NEUTRAL] Or if you have the claim, um, the claim number.
[CUSTOMER][NEUTRAL] OK, the.
[CUSTOMER][NEUTRAL] Let me get that.
[CUSTOMER][NEUTRAL] The claim number is 202,503,070,050.
[AGENT][NEUTRAL] OK, so that's probably primary because that's not an APL claim number. What's the full social?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Because we show it as her tertiary insurance.
[CUSTOMER][NEUTRAL] But it looks like it was processed as primary.
[AGENT][NEUTRAL] Yeah, cause that's not a, um, that's not an APL policy number, but I'm sorry, claim number, but I will, once I look into the policy, I'll see what type of policy they have. We're either second or limited medical.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm waiting for the policies to come up now, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what is the member's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment. So this is for her dental policy?
[CUSTOMER][NEUTRAL] Oh, it's dental?
[AGENT][NEUTRAL] Or is it medical?
[AGENT][NEUTRAL] No, I'm asking.
[CUSTOMER][NEUTRAL] It's, it's a me it's medical.
[AGENT][NEUTRAL] OK. The reason I'm asking is because she only has a short, only had a short-term disability policy with us and dental.
[AGENT][NEUTRAL] So for medical.
[CUSTOMER][NEUTRAL] Short term disability.
[AGENT][NEUTRAL] I'm not sure who the provider is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the ID number I gave you is that.
[CUSTOMER][NEUTRAL] For the short term disability or for it's for both?
[AGENT][NEUTRAL] Neither. That the number that you gave us for 90 degree benefits, which works with the medical. I just don't know who she has for medical.
[CUSTOMER][NEUTRAL] Oh OK, so I need to call them.
[AGENT][NEUTRAL] Right, to see who their medical insurance is through.
[CUSTOMER][NEUTRAL] Is that what you're saying?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] All right, thank you for your help I appreciate it.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.