AccountId: 011433970860
ContactId: 5a0961da-9b19-4298-8c23-e3ebff588022
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 498220 ms
Total Talk Time (AGENT): 158635 ms
Total Talk Time (CUSTOMER): 221921 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/5a0961da-9b19-4298-8c23-e3ebff588022_20250611T20:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at Taoa Clinic Family Medicine. I have a patient coming in, um, with your med coverage, um, on Friday. I need to see if they're eligible for their annual preventative.
[AGENT][NEUTRAL] OK, I can check and see um.
[CUSTOMER][NEUTRAL] No, that was mouthful.
[AGENT][NEUTRAL] It's OK. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mm, OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] OK, is it D as in dog, 47007489.
[AGENT][NEUTRAL] OK. And do you see any other policy numbers?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, what's the spelling of the last name?
[CUSTOMER][NEUTRAL] Uh last name is [PII], first name [PII].
[AGENT][NEUTRAL] OK, thank you. One moment. Yeah, we don't usually do any so let me see what they have with us.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Do you know the address for Mr. [PII]?
[CUSTOMER][NEUTRAL] He, uh, let's see, he is [PII].
[AGENT][NEUTRAL] I'm still looking.
[AGENT][NEUTRAL] Um, do you happen to have his social or any other information that might help find him?
[CUSTOMER][NEUTRAL] Uh, do you have a social it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Oh, OK. He doesn't have a policy with us. Now, the, that the number you gave me in the beginning, the D47007489, that's for IMA. They do work with uh preventative or yearly checkups. So you may need to be transferred over to IMA. I can go ahead and transfer you and give you the phone number for them.
[CUSTOMER][NEUTRAL] OK, I just got off the phone with I thought 90, I think 90 degrees, and they gave me your number. OK, so this is not the right number. What's the right number?
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] Well, 90 degrees is IMA. It's the same thing they say to get in contact with us.
[CUSTOMER][NEUTRAL] Yeah, she said um that this, she said this was a wellness plan and I asked her if she was eligible for his wellness and she's like, I don't take care of benefits, let me give you this number. So then she gave me your number.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] Oh boy. Oh, I'm so sorry for that, but yeah, we, we don't even have a policy for this.
[AGENT][NEUTRAL] And we do not do benefits for wellness. Oh, yes.
[CUSTOMER][NEUTRAL] Oh good grief.
[AGENT][NEUTRAL] Uh, so let me just go ahead and get them on the line again. Uh, let's see if we get somebody else this time.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, so let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me see they change all this. OK, so it's the same as 18008. OK, so that number is [PII] and that's gonna be option number one. So let me go ahead and get them on the line.
[CUSTOMER][NEUTRAL] Yep, that's the number I called.
[AGENT][POSITIVE] OK, I'm so sorry for that. Yeah, we, we don't have that memory. It doesn't even put on the social, OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling. 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][NEUTRAL] Thank you for calling 90 Degree Benefits. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with ATL. I'm transferring a provider that is trying to get wellness benefit for a member that we do not have on the system. She did give me the the number, um, if you need it.
[CUSTOMER][NEUTRAL] OK, and what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] All right, good callback number for you?
[AGENT][NEUTRAL] Um, OK, it's [PII].
[CUSTOMER][NEUTRAL] OK, yeah, what is that member ID number?
[AGENT][NEUTRAL] It's D47007489.
[CUSTOMER][NEUTRAL] And member's name and date of birth?
[AGENT][NEUTRAL] Oh, I don't have all that information. I'm not the provider. I'm just transferring. This is American Public Life. I'm just transferring Ms [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] OK, it's OK, no problem. Let me put her in and thank you, Ms. [PII].
[CUSTOMER][POSITIVE] I, I apologize, yeah, go ahead.
[CUSTOMER][POSITIVE] OK, you're welcome.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. I got Ms. [PII] on the 90 degrees. She's gonna assist you from here, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey, this is [PII] with 90 degree Benefits.
[CUSTOMER][NEUTRAL] Hey, uh, this is [PII] at Chico Clinic Family Medicine.
[CUSTOMER][NEUTRAL] I have a patient on Friday, yeah, they did. Is this the same one I was talking to a moment ago? But yes, ma'am, it's me, yeah, she said she don't have a clue what I'm talking about.
[CUSTOMER][NEUTRAL] What I don't, OK, so.
[CUSTOMER][NEUTRAL] Let me pull this up again one moment.
[CUSTOMER][POSITIVE] Work smart
[CUSTOMER][NEUTRAL] So it looks like there's 2 plans according to the card.
[CUSTOMER][NEUTRAL] Um, there's like a regular one that an enhanced coverage because the enhanced coverage is copay on it, so. Um, yeah, that's so that is, that is a thing that some people have the enhanced is added on to the basic me but what I'm seeing for for [PII] here is he's active.
[CUSTOMER][NEUTRAL] And um it's just for that medical mec PR which is the basic I don't see an enhanced. OK.
[CUSTOMER][NEUTRAL] Uh, and it says the enhanced on the card?
[CUSTOMER][NEUTRAL] Well it has both options on the card um that's why I was a little, you know, I just want to verify with somebody which one he has, um.
[CUSTOMER][NEUTRAL] What I'm showing is just that basic, yeah, the medical mec PR which would be that basic stay healthy only preventative care plan. If there was an enhanced, I would see it separately. I know what it looks like and I don't see that on the benefits for him right now.
[CUSTOMER][NEUTRAL] OK, alright, well that's what I needed to verify so I will check with our provider and see if she wants to do a wellness if she doesn't then we will have to cancel, um. OK, uh, but also, so you, you do also have to be in network. Do you want me to check if you're in network real quick?
[CUSTOMER][NEUTRAL] Uh, we're in network with multi plan.
[CUSTOMER][NEUTRAL] OK, well then yeah we're going off of she we're filing as generic multi plan.
[CUSTOMER][NEUTRAL] Yeah, that's what it would be off of.
[CUSTOMER][POSITIVE] Yep we're good that that way anyway.
[CUSTOMER][POSITIVE] Right. Thank you so much.
[CUSTOMER][POSITIVE] You're welcome you have a good one.