AccountId: 011433970860
ContactId: 8f7e3ba4-d9ca-4b04-a707-c079dc66cdc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218830 ms
Total Talk Time (AGENT): 136996 ms
Total Talk Time (CUSTOMER): 71380 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/8f7e3ba4-d9ca-4b04-a707-c079dc66cdc8_20250506T13:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] again from Prisma. I just talked with you earlier.
[AGENT][NEUTRAL] Oh, OK, [PII]. Yes, ma'am. How can I help you now?
[CUSTOMER][NEUTRAL] I have, I have, I have a question, so when I'm filing the claim, do I use the medical ID number or the policy ID number?
[CUSTOMER][NEUTRAL] On the off the card.
[AGENT][NEUTRAL] OK. I remember talking to you, [PII], but I will have to, I'm gonna have to pull that member's policy back up cause I've had several calls since then. So go ahead and give me your good callback number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that policy number again, [PII].
[CUSTOMER][NEUTRAL] 025.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 80644
[AGENT][NEUTRAL] OK, thank you. And we won't have to go through the verification because I remember the conversation. I just needed the policy number again. OK, so if it's a claim that's affiliated with the APO policy, then you would use that number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The one I just gave you.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I guess what I'm asking is how do I know if it's affiliated?
[CUSTOMER][NEUTRAL] With the APL policy.
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] If it's 90, if it's a 90 degree, yes, if they have dual coverage, the other policy is gonna be more for wellness.
[CUSTOMER][NEUTRAL] You said there was
[AGENT][NEUTRAL] Type plan. Now if you've not spoken with someone and I because I can't verify any of their benefits, I don't have access to that. You could I could transfer you over and make and make sure you have their correct phone number. Did you call me on an [PII] number or an [PII] number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. All right. Because they do, you know, for IMA there's a little bit different phone number, but you can reach APL by calling that 83, it's an [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it would be option one for IMA.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have that number.
[AGENT][NEUTRAL] And then I'm not exactly sure which option it is for APO but again it has the recording with all the different prompts.
[CUSTOMER][NEUTRAL] But you did say that the IMA affiliated claims are mostly for wellness.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Yes, but again, to verify exactly what all benefits they have with them, you would just have to, you know, they would have to verify that because they don't have access to the information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With APL and we don't have that access either for them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, well this wouldn't be any kind of wellness, so I'm gonna submit it with the claim number that.
[AGENT][NEUTRAL] I would, yes. As far as, as far as I know, you would submit it with our policy number.
[CUSTOMER][NEUTRAL] Just for AP yeah.
[AGENT][NEUTRAL] That's what I've always been told.
[CUSTOMER][NEUTRAL] And that is what I just gave you. OK.
[AGENT][NEUTRAL] Mhm. Yes, it is. That's 025 number.
[CUSTOMER][POSITIVE] Alright, thank you so much I appreciate your help.
[AGENT][POSITIVE] Well, you're welcome. Yes, ma'am. And um is there anything else at the moment, [PII], I can help you with?
[CUSTOMER][POSITIVE] That'll be all thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome and I still hope you have a wonderful day and it was nice speaking to you again. Thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you, you as well. Bye bye.
[AGENT][POSITIVE] You, yes, ma'am. Thank you. Bye-bye.