AccountId: 011433970860
ContactId: 78b0973e-fded-470f-944c-a27e7a8a5294
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 595690 ms
Total Talk Time (AGENT): 215401 ms
Total Talk Time (CUSTOMER): 162108 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/78b0973e-fded-470f-944c-a27e7a8a5294_20250424T17:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Presma Health. I'm calling needing help with two claims, please. I'm not able to find them on the website.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, um, OK, sure, I can assist you with claims. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK. I'm so sorry. Give me just a second, OK?
[CUSTOMER][NEUTRAL] It.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] I don't messed up. um.
[CUSTOMER][NEUTRAL] D 47005592
[AGENT][NEUTRAL] Do you see a policy certificate? It's gonna start with a serial followed by 7 digits.
[CUSTOMER][NEUTRAL] Uh, would it be on the card?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] No, I don't see it on the card. I see a group number, the employee ID, the name, and the medical coverage.
[AGENT][NEUTRAL] OK, let's do my name 1st May I have the spelling of the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, spelling of the first name.
[CUSTOMER][NEUTRAL] Uh, uh, [PII]
[CUSTOMER][NEUTRAL] [PII] can't spell it, hold on, [PII]
[AGENT][NEUTRAL] I think I can get that. OK, it's, it's [PII].
[AGENT][NEUTRAL] Or is it [PII]?
[CUSTOMER][NEUTRAL] [PII]. Yes.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then [PII]
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. OK, let me see if I can find it. One moment.
[AGENT][NEUTRAL] That's an unusual name.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Yeah, just the spelling is unusual. I'm like, I don't, I don't use the spell real like that.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, OK, I think I found her. I don't think there's gonna be another one with that name. Um, what is the date of birth?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I said [PII]?
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] That's definitely not the date of birth. OK, so do we have another one then, let me see.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I have her social if you need it to.
[AGENT][POSITIVE] Oh yeah, that'll be great. You go ahead.
[CUSTOMER][NEUTRAL] Uh, her social [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, do you know if she's the main holder?
[CUSTOMER][NEUTRAL] Um, I'm not for sure.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm gonna say yeah.
[AGENT][NEUTRAL] Let's see if she's the main holder then she don't have a policy with us. She probably just have a policy with IMA, um, based on the number you were giving me in the beginning. Let me do another name search again, OK? Just to make sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Um, yeah, because nothing came up with that solution.
[AGENT][NEUTRAL] R A.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] I found another one.
[AGENT][NEUTRAL] It's definitely not that one, OK.
[AGENT][NEUTRAL] No, I'm not able to find that one. Do you wanna try the, the other claim or the other person you have?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the other person.
[CUSTOMER][NEUTRAL] It's, I guess it's the IMO too cause it starts with the [PII]
[AGENT][NEUTRAL] And it's the same member or is it different?
[CUSTOMER][NEUTRAL] Different.
[AGENT][NEUTRAL] OK, let me have the spelling of the first and last name for that one.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] How do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] You said the first name is [PII].
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEGATIVE] Confused.
[AGENT][NEUTRAL] What's her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I found this one. All right, and let's see, so for this one you also have a claim.
[AGENT][NEUTRAL] Search correct claim status.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. What is the date of service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII] at [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. So no, there's, there's no claims on file with us. Now, I did not find a medical plan, so it looks like they only have IMA. If it's medical, it looks like they only have IMA because I didn't see a medical plan for this one either. Um, I found a dental, but I don't see that claim under the dental either.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so let me go ahead and transfer you to IMA.
[AGENT][NEUTRAL] Um, then you can give them the the number, that's how they pull their members, OK? So let me go ahead and give you the number as well just in case. One moment, let me pull this information.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So that number is [PII]. Again, that's [PII] and that's option one.
[AGENT][NEUTRAL] You know, I am gonna put you through that option, OK? You're welcome. Is there anything else I'm gonna help you with today before I transfer you, Miss [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK, thank you for calling APL. Have a good afternoon. You're welcome. One moment while I transfer.
[CUSTOMER][POSITIVE] That's it, thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for 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][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you for calling Manage your Benefits. This is [PII]. How can I help you?