AccountId: 011433970860
ContactId: 8d473547-5aea-4189-8044-27ab192def01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390429 ms
Total Talk Time (AGENT): 134425 ms
Total Talk Time (CUSTOMER): 202714 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/8d473547-5aea-4189-8044-27ab192def01_20250618T21:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII]. Uh, my name's [PII]. That's [PII], last initial [PII], and I was calling with the customer support center for Next one on on behalf of the provider's office to verify medical coverage benefits, and this call is being recorded for quality and training purposes.
[AGENT][NEUTRAL] You said you're calling from the provider's office?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] On behalf of the provider's office, yes, I'm just trying to see if a plan is active for medical services for a patient.
[AGENT][NEUTRAL] OK, may I have the provider's name please?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Is it a facility or physician office?
[CUSTOMER][NEUTRAL] Oh yeah
[CUSTOMER][NEUTRAL] Yes, the specialist OBGYN office. I have an NPI or a tax ID. I'm not sure what you prefer.
[CUSTOMER][POSITIVE] I'm pretty good when I'm there, especially when there's like business in a way like right behind.
[AGENT][NEUTRAL] OK. May I have a callback number, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] It is 02596742.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, I'm here like 5352 somewhere around there.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] In one game
[CUSTOMER][NEUTRAL] Uh, [PII], and that's [PII].
[AGENT][NEUTRAL] And you're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] We've got 5 over here.
[CUSTOMER][NEUTRAL] Yes, um, specifically, I was calling for the to verify the benefits for Nexplanon and its administration done in that specialist office, and I've got two CPT codes if that if the plan utilizes that.
[AGENT][NEUTRAL] OK. This, you said this is for an injection?
[CUSTOMER][NEUTRAL] I trying to get that.
[CUSTOMER][NEUTRAL] Yes, a contraceptive, so there's uh, yeah, the, the birth control and it's gonna be injected in the doctor's office. It's like an implant.
[AGENT][NEUTRAL] OK. Now, we don't handle the preventative or wellness, that would be benefit in a car or 90 degree.
[CUSTOMER][NEUTRAL] 5 minutes now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let me see, are you finding the patient in the system at all?
[AGENT][NEUTRAL] Let me pull this up for you.
[AGENT][NEUTRAL] Yes, we handle the medical part for this member.
[CUSTOMER][NEUTRAL] You probably won't be asking me now.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm looking for because it's, it's gonna be under the medical benefit and this is listed as the patient's primary. Yeah.
[AGENT][NEUTRAL] Yes, birth control is normally listed for preventative or wellness. We normally handle just the medical part for sickness or injury.
[CUSTOMER][NEUTRAL] Yeah, but that's how I used to mind.
[CUSTOMER][NEUTRAL] I, I was wondering why I can't OK, so is this more uh like a
[CUSTOMER][NEUTRAL] That the, I don't know. This is just the primary for the patients, so it's just more of a like indemnity type of plan.
[AGENT][NEUTRAL] This, yes, this is an indemnity plan, so that's why I was informed that benefit in a car would handle that.
[CUSTOMER][POSITIVE] I've been buying it.
[CUSTOMER][NEUTRAL] Captain America I can come back to.
[CUSTOMER][NEUTRAL] I die
[CUSTOMER][NEUTRAL] I'm sorry, you said I couldn't understand what you were saying. You said benefit.
[AGENT][POSITIVE] Benefit in a car.
[CUSTOMER][POSITIVE] Oh, we're right uh you have somebody.
[CUSTOMER][NEUTRAL] Benefit in a card, I'm sorry, is that what you were saying?
[AGENT][NEUTRAL] Would you like
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, it's up on the IMA. If you see on the card it says attention IMA you would have to contact them for the preventative and wellness benefits.
[CUSTOMER][NEUTRAL] Bro,
[CUSTOMER][POSITIVE] We all bro yeah.
[CUSTOMER][NEGATIVE] OK, yeah, the card they sent to us is so blurred out. I'd have to ask them for another one. I was just going off of what they hand wrote, and they said this was the primary, so I don't even have. I had to Google this phone number. I, I can't even see the phone number that's listed on the card, OK, so we need to just reach back out to them for that.
[AGENT][NEUTRAL] OK, let me get you that number so you can contact them. Are you ready for that?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And this is the number 2 you said IMA?
[AGENT][NEUTRAL] Yes, and let me give you the correct number that you would, the, the, the medical ID number, they have a different number than they have with us, so that number that you would give IMA is [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] 69
[AGENT][NEUTRAL] 563 2.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the, and I'm sorry, what does the INA stand for?
[AGENT][NEUTRAL] I'm not actually sure what IMA stands for, but that is their the preventative and wellness department that assists.
[CUSTOMER][POSITIVE] But yeah, that is kind of funny. They gonna rain right there.
[AGENT][NEUTRAL] With their insurance.
[CUSTOMER][POSITIVE] OK, understood. And one quick question. I'm so sorry. Thank you so much for the help thus far. Um, are you able to see if the patient has a group ID?
[AGENT][NEUTRAL] The group number, let me check that for you.
[CUSTOMER][NEUTRAL] Alright guys as well.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Now the group number listed for us is 70084, which is surge Staffing.
[CUSTOMER][NEUTRAL] OK, but is there a group ID for the medical side that you're able to see or no? Yeah.
[AGENT][NEUTRAL] We, we are the medical side.
[CUSTOMER][NEUTRAL] Oh, OK, so that would go, that would work regardless. OK, I just wanna make sure I've got this here correctly.
[CUSTOMER][NEUTRAL] It is called IMA.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, thank you so much, um, Mr. [PII]. May I have a reference number for our portion of the call?
[AGENT][NEUTRAL] Yes, the reference will be my first name [PII], last initial of [PII], and today's date.
[CUSTOMER][NEUTRAL] OK, and how is [PII] spelled?
[AGENT][NEUTRAL] It is spelled [PII]
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you bye.