AccountId: 011433970860
ContactId: 5907be93-bddd-400c-b229-25ed4baa3295
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 585320 ms
Total Talk Time (AGENT): 139965 ms
Total Talk Time (CUSTOMER): 160391 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/5907be93-bddd-400c-b229-25ed4baa3295_20250521T14:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] calling from Powder's office. Can you help me regarding the claims?
[AGENT][POSITIVE] Sure I can help you with claim status. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it is uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I get a good um or do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is D43730860.
[AGENT][NEUTRAL] OK, that policy is with IMA so you will need to call IMA.
[AGENT][POSITIVE] And I have the number whenever you're ready.
[CUSTOMER][NEUTRAL] Actually, we already called that, that the representative give me your number, so that's why I called you.
[AGENT][NEUTRAL] Oh, OK, yeah, because I just got that call um from someone else um are you just needing their pay ID number and how and where to send the claim?
[CUSTOMER][NEUTRAL] Uh yes, which ID?
[AGENT][NEUTRAL] OK, um, it will be for IMA.
[AGENT][NEUTRAL] And I have their payer ID number whenever you're ready.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 64
[AGENT][NEUTRAL] 556.
[CUSTOMER][NEUTRAL] 64.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then where you'll send the claims to?
[AGENT][NEUTRAL] It's PO box.
[AGENT][NEUTRAL] 21.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] 704.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] OK. Can you
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] Can you help me with the claim status for this uh can you help me with the claim status only for this patient?
[AGENT][NEUTRAL] I looked them up earlier when I called. I can't find them. It is an IMA.
[AGENT][NEUTRAL] Number.
[CUSTOMER][NEUTRAL] Can you connect me directly?
[AGENT][NEUTRAL] Sure, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment.
[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 appropriate party to answer your questions. For questions on IMA Mec Wellness, MVP plans, or COBR enrollment, please press 1. For questions on the APL hospital indemnity plans or dental coverage, please press 2. For questions on the vision plan, please press 3.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] If you are an employee and you have questions on your active enrollment,
[CUSTOMER][NEUTRAL] Thank you for calling APL. Your call may be monitored for quality assurance. Para espanol rave. If you know your party's extension, you may.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it looks like they
[AGENT][NEUTRAL] Um hung up on me. Uh, what is, was the last name [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what was her first name? Can you spell it for me?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] [PII] for
[CUSTOMER][NEUTRAL] [PII] for
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] again and [PII]
[AGENT][NEUTRAL] Just another
[CUSTOMER][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK, I'm not seeing them. Give me one moment, OK? Let me see if I.
[AGENT][NEUTRAL] Because we don't have them, so let me call their um benefits in a card and I'll be right back, OK? Give me just a moment.
[CUSTOMER][NEUTRAL] Uh, can you, yes, please check with patient, uh, uh, can you spell it? Can you tell me?
[CUSTOMER][NEUTRAL] Uh, are you checking with, uh,
[AGENT][NEUTRAL] I'm not able to look them up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna go ahead and see. I'm gonna call uh.
[AGENT][NEUTRAL] Their agency and see if I can transfer you to them, OK? Give me one moment.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[AGENT][NEGATIVE] All right, they hung up on me.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it looks like the call dropped, so I'm gonna give you the number to benefits in a card because they would have this policy.
[AGENT][NEUTRAL] Is that all right?
[CUSTOMER][NEUTRAL] OK, tell me.
[AGENT][NEUTRAL] OK. It's 18.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 00
[AGENT][NEUTRAL] 497.
[AGENT][NEUTRAL] 4856.
[CUSTOMER][POSITIVE] OK, thank you so much. It is 18004974856.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] But uh we are calling from one hour before. They are again telling me, they give me your number and you give me another department. I don't understand what are you doing? What?
[AGENT][NEUTRAL] No, so they don't have.
[CUSTOMER][NEUTRAL] What happened?
[AGENT][NEUTRAL] APL insurance they have IMA and so that would go through benefits in a card, not through us because they don't have their policy through APL.
[AGENT][NEUTRAL] So I can't look them up.
[CUSTOMER][NEUTRAL] So benefits card is the
[CUSTOMER][NEUTRAL] So you are giving me number for when you be in a card, correct?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Is there