AccountId: 011433970860
ContactId: 515f9e21-3b86-4023-8de7-bf3b115ef5d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 643539 ms
Total Talk Time (AGENT): 171652 ms
Total Talk Time (CUSTOMER): 145418 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/515f9e21-3b86-4023-8de7-bf3b115ef5d0_20250331T15:31_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, what was your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII], and I'll come back, I'm calling from the provider's office about claim status.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with claim status, and I'm sorry, can you repeat your name?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] Um, OK. Thank you. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect. Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It's D 476-913-50.
[AGENT][NEUTRAL] Um, do you see a policy certificate number or policy number? It's gonna be starting with a 0 followed by 7 digits. That's gonna be a number.
[CUSTOMER][NEUTRAL] Let me see if I have a copy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it starts with what you said?
[AGENT][NEGATIVE] 0 followed by 7 digits, no letters in the beginning, that the the number is just for IMA which is a different company.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All I see is the employee ID number.
[AGENT][NEUTRAL] And if you don't have it.
[AGENT][NEUTRAL] OK, if you don't have it, we can do a name search. Um, so what is the spelling of the last name?
[CUSTOMER][NEUTRAL] It is um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, and what's the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. One moment, let me see if I can find them.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] One minute.
[AGENT][NEUTRAL] Do you happen to know his address, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII] um
[AGENT][NEUTRAL] I did not find a [PII] on in [PII], Miss [PII].
[AGENT][NEUTRAL] Do you have any other information that we can use?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Well, it's the card. I got this phone number, your phone number off the card.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, do you, and, but you don't see our number, I mean, our policy number, like anything starting with a 0 followed by seven digits on policy number or um certificate number or anything like that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well it says like on the back of the card it has surge group number is that something different?
[AGENT][NEUTRAL] Um, no, let me go through that group. It's, it's a large group, so it's gonna take a little bit to pull the names, but I can go ahead and try that, OK?
[AGENT][NEUTRAL] You said
[CUSTOMER][NEUTRAL] Can you pull by social?
[AGENT][NEUTRAL] I can if you have a social. mhm.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Oh, yeah, he's not coming up. And is that the main holder, Miss [PII] do you know?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, his name is the employee name on the card.
[AGENT][NEUTRAL] Mm, OK. Yeah, it looks like he maybe has only IMA but it doesn't look like he has our policies. Um, let me have that so just one more time, just to try it one more time, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] No, it's not pulling it up in our system. Um, do you need to transfer you over to IMA?
[CUSTOMER][NEUTRAL] Is that, is that what it needs to go to the urge the.
[AGENT][NEUTRAL] Yeah, it looks like the the number you provided to me in the beginning that is for IMA so they probably just have IMA and they don't have our products. Sometimes that happens, um, that surge is just uh the um agency where he works at, it's a temp agency, and sometimes they will offer our products together with IMA and sometimes they will choose only their products or only our products or both of them. So in this case it looks like he may be only with IMA.
[CUSTOMER][NEUTRAL] Because I'm on here it says now the.
[CUSTOMER][NEUTRAL] It says mail the claims the benefits in a card [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In [PII], yeah, that's IMA.
[CUSTOMER][NEUTRAL] OK, can you transfer me?
[AGENT][NEUTRAL] What number did you dial? Mhm.
[CUSTOMER][NEUTRAL] I dial [PII].
[AGENT][NEUTRAL] Oh, OK. It was just the option. OK. So um when you dial that number, it's option number one. So I'm just gonna go ahead and put you back to that line, OK? One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. One moment, let me transfer you over. Thank you for calling ATL. One moment, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. 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] All agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent. We appreciate your call.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remain on the line and we will be with you shortly.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][NEUTRAL] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly. Press 1 to leave a voicemail.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][NEUTRAL] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly. Press 1 to leave a voicemail.