AccountId: 011433970860
ContactId: 9cdb9c08-53d2-47ab-9654-2aeb2c1ffd8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387279 ms
Total Talk Time (AGENT): 84685 ms
Total Talk Time (CUSTOMER): 158488 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/9cdb9c08-53d2-47ab-9654-2aeb2c1ffd8f_20250513T13:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm calling from a facility. I'm trying to check on a patient's claim place.
[AGENT][POSITIVE] OK. Happy to check on a claim. Do we have a policy number?
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] It is D as in David 404-082-24.
[AGENT][NEUTRAL] Alright, I unfortunately can't pull the number with that number. Do you have their card by any chance or?
[CUSTOMER][NEUTRAL] Yeah, and this is the number on the card.
[CUSTOMER][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] There should be a certificate number maybe?
[CUSTOMER][NEUTRAL] Yep, this is the number on the card.
[AGENT][NEUTRAL] There's no certificate number?
[CUSTOMER][NEUTRAL] Uh, let me put the wrong number in here. This says I'm looking employee ID number.
[CUSTOMER][NEUTRAL] This is 90 degree benefits customer service.
[CUSTOMER][NEUTRAL] Benefits and a card.
[CUSTOMER][NEUTRAL] Um, that was the employee ID number 40408224 and this is the number on the card.
[AGENT][NEUTRAL] OK, we can look by their name. Do you have the last name?
[CUSTOMER][NEUTRAL] What is this?
[CUSTOMER][NEUTRAL] Uh yeah, it is [PII]
[AGENT][NEUTRAL] May I please have the first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hm, this preventative services only. It's been processed.
[AGENT][NEUTRAL] Do you have the claim number?
[CUSTOMER][NEUTRAL] Group number no.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 202-504-160408
[AGENT][NEUTRAL] That's too long to be one of ours.
[CUSTOMER][NEUTRAL] Says 90 degree benefits.
[CUSTOMER][NEUTRAL] And that's the number.
[AGENT][NEUTRAL] Yeah, because
[CUSTOMER][NEUTRAL] OK, did you find the patient, [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] I'm calling the number on the cards that's all I can tell you.
[AGENT][NEGATIVE] Yeah, nothing came up right off the bat for [PII].
[CUSTOMER][NEUTRAL] There's no other number to call except 90 degree benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You don't have his social by any chance. That's the only other way I can check. Nothing came up by his name.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I've got the social.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That's for medical benefits.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] That benefits in a card.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, I mean, nothing came up by social either.
[AGENT][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] Uh, there's no number to call, so this is the number to call, so I don't know what else to do.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] If it says benefits in a card.
[AGENT][NEUTRAL] Cause we're not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's number it's got.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah, so with these.
[AGENT][NEUTRAL] 90 degree benefits all those claims go through IMA. I can give you their phone number and transfer you to them because I can't pull anything up with that information.
[CUSTOMER][NEUTRAL] OK. Well, I'll try that.
[AGENT][NEUTRAL] I am a
[CUSTOMER][NEUTRAL] I'll try that. Well, it answered to IMA.
[AGENT][NEUTRAL] Do you want
[CUSTOMER][NEGATIVE] When I called answered IMA, so I don't know if I didn't go to the right selection or what. Yeah, if you, if you give me their number and transfer me there, maybe that's what it is. I just picked the wrong.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] All these off the wall insurances.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What I call.
[AGENT][NEUTRAL] OK, and it says option one.
[CUSTOMER][NEUTRAL] That's what I called.
[AGENT][NEUTRAL] So I'll call over there and
[CUSTOMER][NEUTRAL] OK, maybe I picked the option too. OK, I'll try it again. Yeah, if you can get me over there. Thank you. Maybe I'll pick. You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment. Mhm.
[AGENT][NEUTRAL] You talk too much.
[CUSTOMER][NEUTRAL] Thank you for calling IMA, a 90 Degree Benefits Company, the administrator for benefits in a card members.
[CUSTOMER][NEUTRAL] Our office hours are [PII] Monday through Thursday and [PII]