AccountId: 011433970860
ContactId: 4f48d404-983c-4719-933d-9022a656ab6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 995729 ms
Total Talk Time (AGENT): 218173 ms
Total Talk Time (CUSTOMER): 351005 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/4f48d404-983c-4719-933d-9022a656ab6b_20250305T22:58_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] Hi um
[CUSTOMER][NEUTRAL] I have the uh insurance name is 90s and I couldn't find my doctor's office and I searched it online, the [PII] and
[CUSTOMER][NEGATIVE] I called several hospital and doctor's office. They have bought all those uh told me they don't know about the 90 degrees benefits and and also they don't accept that insurance.
[CUSTOMER][NEUTRAL] So could you help me find out the doctor's office for me? I need to make an appointment.
[AGENT][NEUTRAL] You need to make an appointment with your doctor's office?
[CUSTOMER][NEUTRAL] Yeah, yeah, uh, before I called that number another worker like you.
[CUSTOMER][NEUTRAL] Uh, she told me, look at the [PII] website.
[CUSTOMER][NEUTRAL] I did and I saw some uh doctor's office all maybe 4 or 5.
[CUSTOMER][NEUTRAL] Different places, they say they're not accepted your insurance.
[AGENT][NEUTRAL] OK, so you have our, our gap coverage?
[CUSTOMER][NEUTRAL] Yes, I, I, I have, I have.
[CUSTOMER][NEUTRAL] Uh, not benefit insurance and
[AGENT][NEUTRAL] Can you give me your policy number that's on your ID card?
[CUSTOMER][NEUTRAL] It's the D.
[CUSTOMER][NEUTRAL] Is it the 45,401,560.
[AGENT][NEUTRAL] Um, that doesn't sound like one of our numbers. It should start with a 0.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's starting 0.
[AGENT][NEUTRAL] And you're trying to call, you're
[AGENT][NEUTRAL] Yeah, you're calling APL?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, uh, maybe the payer ID, BTI pay, pay ID, right?
[AGENT][NEUTRAL] I'm sorry, what?
[CUSTOMER][NEUTRAL] 6, it says EDI.
[CUSTOMER][NEUTRAL] And pay, pay, payer ID.
[AGENT][NEUTRAL] No, no, no. No, not the, not the pay, well, what's the payer ID?
[CUSTOMER][NEUTRAL] With the claim.
[CUSTOMER][NEUTRAL] 645-56.
[AGENT][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] You said 645-556?
[CUSTOMER][NEUTRAL] Yeah, 645-56, yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, we don't have any group with that number.
[AGENT][NEUTRAL] Who do you work for?
[CUSTOMER][NEUTRAL] How about group number, group number is uh 9.
[CUSTOMER][NEUTRAL] 454.
[AGENT][NEUTRAL] 9454.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] 9454 is lapsed.
[AGENT][NEUTRAL] Um, are you calling from [PII]?
[CUSTOMER][NEUTRAL] No, I, I am.
[CUSTOMER][NEUTRAL] I don't know. I, I, I totally confusing.
[CUSTOMER][NEUTRAL] If they had the uh member.
[CUSTOMER][NEGATIVE] ATC and Palmy medical multiple plan but it doesn't work for me. Benes in a cart and it says outside 90 degrees beneath its.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's me, who do you work for?
[CUSTOMER][NEUTRAL] I was um
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] The careers at home.
[CUSTOMER][NEUTRAL] I'm a caregiver.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get your social security number? I can pull you up that way.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just one moment. Just one moment, please.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah, take your time.
[AGENT][NEUTRAL] I am not, and you're the one that has the insurance or is it your spouse?
[CUSTOMER][NEUTRAL] Yeah, I have only this one. I got just 3 months ago.
[CUSTOMER][NEGATIVE] But still, I couldn't find that my doctor's.
[CUSTOMER][NEUTRAL] Office
[CUSTOMER][NEUTRAL] It has the proof ID employee ID.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Medical, uh, employer, I it's OK, employee ID it has the
[CUSTOMER][NEUTRAL] Pay ID, which one do you need it?
[AGENT][NEUTRAL] There should be a number that starts with a 7.
[CUSTOMER][NEUTRAL] He numbers?
[AGENT][NEUTRAL] It starts with a 7.
[CUSTOMER][NEUTRAL] Oh, start with the 7.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 7, no, it's, it's 6.
[CUSTOMER][NEUTRAL] The pay ID 64556.
[CUSTOMER][NEUTRAL] It says medical claim sub submission.
[AGENT][NEUTRAL] Are you trying to reach 90 degrees?
[CUSTOMER][NEUTRAL] Yes, they called me look at the [PII].
[AGENT][NEUTRAL] OK, because
[CUSTOMER][NEUTRAL] And I looked.
[AGENT][NEUTRAL] Yeah, this is APL. This is not 90 degrees. Um, what kind of a
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What kind of insurance are you, is it the Mec plan?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I don't know, I, I don't know. That's why I have so many problems.
[AGENT][NEUTRAL] OK, because I've tried to pull you up by your social security number and I'm not finding you. What is your last name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh my [PII].
[CUSTOMER][NEUTRAL] Are you OK?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Yeah, I'm, I'm not finding you in our system, so I really am thinking you need to talk to somebody at 90 Degrees. Did you already call Bic? Bets on a card?
[CUSTOMER][NEUTRAL] Yeah, can, yeah, can you, uh, can you give me 90s her cell phone number?
[AGENT][NEUTRAL] Um, let me see if I can find it.
[CUSTOMER][NEUTRAL] It's the
[CUSTOMER][NEUTRAL] Why
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yeah, I'm, I'm looking for, for you to see if I can find a number.
[CUSTOMER][NEUTRAL] Yeah, it's my car is called the 90 degrees beneath its edge.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. It this is your, um your phone number, right?
[AGENT][NEUTRAL] Well, it's [PII]. What number?
[CUSTOMER][NEUTRAL] And now I call you, uh, cost to you [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 4286, it, it says uh 90 degrees benefits. But you said I am not 90 person. I want it.
[AGENT][NEUTRAL] I, uh, we are not 90 degrees. No, 90 degrees is in another state, um.
[AGENT][NEUTRAL] They partner with another company that we work with, which is Benefits and a card.
[AGENT][NEUTRAL] And our 800 number is not [PII]. So I don't know how how you reached us.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] They said that my card says if you call uh customer service 90 degrees benefits at 9933.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 2 4296.
[AGENT][NEUTRAL] OK. I would, I would try and call that number. I don't know how you reached me because that's not our 800 number, but I would call 90 Degrees.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] At that 800 number that you just read off.
[AGENT][POSITIVE] And I bet they can, I bet they can help you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh my God. How I went through to you.
[AGENT][NEUTRAL] I don't know, I don't know. I don't know, but um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, where I, so, where do you work now?
[AGENT][NEUTRAL] Where do I work? I'm in [PII].
[CUSTOMER][NEUTRAL] What do, yeah.
[AGENT][NEUTRAL] 90 degrees is in [PII].
[CUSTOMER][NEUTRAL] I know, but
[CUSTOMER][NEUTRAL] Yeah, but I, uh, I'm so confusing that uh I already give, give my information to you. It's, it's not, not dangerous.
[AGENT][NEUTRAL] No, no, no, no. I delete everything. No, you're fine. You're fine. I'm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, we're, we are an insurance company and we do work with 90 Degrees, so you're still fine, but we don't.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We don't have you in our system so I think you have only the Mac plan.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And if you have the mech plan, that would be 90 degrees. They cover that.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK. [PII] uh uh how you spell it? A.
[AGENT][NEUTRAL] [PII] in [PII], E [PII], Mac.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Choice. I make, I make them, I see, make them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So do you know the make pay number? uh uh make uh.
[CUSTOMER][NEUTRAL] Phone number?
[AGENT][NEUTRAL] And let me see if I can get that for you. I'll have to pull up an ID card from somebody.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, uh, otherwise I again called on I'm not the person.
[AGENT][NEUTRAL] OK. Let's see if I can find an ID card for you.
[AGENT][NEUTRAL] That has their number.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. You need to call [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, it's uh what company name?
[AGENT][NEUTRAL] This would be 90 degrees.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No thank you. You all like to have me. Thank you so much.
[AGENT][POSITIVE] You are quite welcome. You have a wonderful evening, OK?
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.