AccountId: 011433970860
ContactId: 7e445cbd-315d-4e30-bc27-692c999327fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291140 ms
Total Talk Time (AGENT): 94559 ms
Total Talk Time (CUSTOMER): 137285 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/7e445cbd-315d-4e30-bc27-692c999327fc_20250326T12:30_UTC.wav
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[AGENT][NEUTRAL] ITL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to make a doctor's appointment and they were wondering what insurance and plan I had, and so I'm trying to verify that with you guys.
[AGENT][NEUTRAL] OK, do you have your ID card?
[CUSTOMER][POSITIVE] I do, yes.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Um, I have a group number and an ID number.
[AGENT][NEUTRAL] Uh, there should be an outpatient or inpatient policy er number that begins with a 0.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Maybe near the bottom.
[CUSTOMER][NEUTRAL] Um, I don't see one,
[CUSTOMER][NEUTRAL] I'm insured so I work for MAU.
[CUSTOMER][NEUTRAL] I don't know if you
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's on the card, so tell me what's on your card you said the group number?
[CUSTOMER][NEUTRAL] You know which.
[CUSTOMER][NEUTRAL] OK, I might have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I have under member information there's a group number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] An employee ID, my name, medical coverage as employee.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then there's a pharmacy section, a medical section.
[CUSTOMER][NEUTRAL] And then on the back there's a little medical claim submission 90 degree benefits for providers section.
[AGENT][NEUTRAL] OK, there's not a policy number on the front?
[CUSTOMER][NEUTRAL] So I might be looking at the wrong card, not that I see.
[AGENT][NEUTRAL] Can you spell your first and last name?
[CUSTOMER][NEUTRAL] [PII] uh first name is [PII] Last name [PII]
[AGENT][NEUTRAL] Mhm and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And what phone number did you dial [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I dialed.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that is 290 degrees. Uh, their option is 1. I think you may have selected option 2, so I can get you transferred to that location. Is there a D number on your card?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A what number?
[AGENT][NEUTRAL] Uh, a number that starts with the letter D.
[AGENT][NEUTRAL] Uh, like a member ID number?
[CUSTOMER][NEUTRAL] Yes, yes, there is, yeah.
[AGENT][NEUTRAL] And what's that
[AGENT][NEUTRAL] What's that number?
[CUSTOMER][NEUTRAL] It is D437.
[CUSTOMER][NEUTRAL] 32514.
[AGENT][NEUTRAL] OK, give me one second and I'll get you transferred over. Did you have any other questions before we get you transferred?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][POSITIVE] OK, thank you for calling ATL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] Thank you for calling IMA. 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. 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] We're sorry, but all agents are currently unable to take your call. Please leave a detailed message after the beep, and we will get back to you as soon.
[AGENT][NEUTRAL] OK, [PII], their lines are busy. Uh, they were giving me an option to leave a message, but I didn't want to drop you in that.
[AGENT][NEUTRAL] Um, message box without letting you know. So do you want to call back a little later or do you want me to go ahead and transfer you?
[CUSTOMER][POSITIVE] Thank you, I appreciate it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is there a way
[CUSTOMER][NEUTRAL] And I can look at that information online or anything.
[AGENT][NEUTRAL] Um, since you
[CUSTOMER][NEUTRAL] If they're not able to take phone calls right now.
[AGENT][NEUTRAL] Yeah, since your benefit is through 90 degrees, I don't know if they have a website for you to check your benefit information or not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] But what, but what what you can do is give your provider the phone number that you gave me and they would select option one to verify your benefits and your effective date and all of that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK. All right, so did you want me to transfer you as well or you're just gonna reach out to your provider?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, yeah, let's go ahead and do that as well.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for calling IMA and thank you for calling 90 Degree Benefits.