AccountId: 011433970860
ContactId: 7d0b8a9b-cdf0-47f2-bc7b-81338fd3bb45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324200 ms
Total Talk Time (AGENT): 140018 ms
Total Talk Time (CUSTOMER): 105213 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/7d0b8a9b-cdf0-47f2-bc7b-81338fd3bb45_20250505T15:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] What is uh what is your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Thank you. I'm calling, I'm calling regarding where I'm supposed to, what I'm supposed to put on a claim to mail a claim to. Is it really benefits in a card? Is that the name of the company that I'm we're supposed to send a claim to?
[CUSTOMER][NEUTRAL] For one of our patients.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, I'm not sure, but I can check based on the policy and the information of the policy because we have many, many products and it really depends. Um, may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected Asia?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Multiare Health Systems.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, do you have a policy number for me?
[CUSTOMER][NEUTRAL] D as in Dog 476-768-69.
[AGENT][NEUTRAL] OK. Is that all you see for the policy number?
[CUSTOMER][NEUTRAL] Let me look at the card again and I'm sure that's what it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] D as in dog 476-76869 what's on the card.
[AGENT][NEUTRAL] What's the name and date of birth of the patient? Let me do a name search.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, the, the last name, can you repeat that one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII] is the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, yes, [PII], OK, Ms. [PII], I got the last name. I got the last name. I was just asking you, is that the last name? And then the first name of the patient is?
[CUSTOMER][NEUTRAL] Again, [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] OK, Miss, um, you can go ahead and send it to IMA it doesn't go to um.
[AGENT][NEUTRAL] Benefits in a car because benefits in a car is the one that handles all the changes of the policy, but they don't handle claims. So it looks like based on that number that you're giving me with the D.
[CUSTOMER][NEUTRAL] OK, so where am I supposed to send it?
[AGENT][NEUTRAL] Um, yes, I'm gonna give you that information. One moment.
[AGENT][NEUTRAL] OK, yeah, it goes to IMA.
[CUSTOMER][NEUTRAL] Because the card says that it's weird we we've never heard this before because the card actually states medical claim submission benefits in a card BIC so I and I've never, I have never heard of that before, never seen that before so it's like how are we supposed to send a claim to that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, OK. It's OK. Um, I'm not sure why it doesn't have the, the um the address for IMA, but it's gonna be IMA and that's um [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK fantastic and the number that I called on the [PII], that is the best number to call for any claim status or anything?
[CUSTOMER][NEUTRAL] Or is there another number to to call?
[AGENT][NEUTRAL] If it
[AGENT][NEUTRAL] OK, uh, it really depends, Ms. [PII]. Again, this is, uh, whenever they have benefits in a car, they have many, many products and they have all kinds. So basically, um, to send the claim with that number that you were giving me, the D number, that is the address, the number you're giving me is the correct one, and you just do option number one for that policy number that you were giving me in the beginning, which is for IMA that the number, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, OK, fantastic, and can I get a call reference number please?
[AGENT][NEUTRAL] We don't have reference numbers, but you can use my name and today's date if you will. Do you need the spelling of my name or any other information, [PII]?
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][POSITIVE] No, you already provided that to me so thank you very much for all your help, [PII], and I hope you have a wonderful day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You as well and thank you for calling ATL. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Goodbye.