AccountId: 011433970860
ContactId: 9e21b7ec-356a-441a-a89b-c72be1d81a69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364230 ms
Total Talk Time (AGENT): 183722 ms
Total Talk Time (CUSTOMER): 103715 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/9e21b7ec-356a-441a-a89b-c72be1d81a69_20250227T13:45_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, you're speaking to [PII]. I'm calling you from Para's office. I was checking on the claim status.
[AGENT][NEUTRAL] OK. Did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and [PII], you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, I can help you with that and what is your callback number please?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you and how many claims saver, do you have to check status on?
[CUSTOMER][NEUTRAL] Two claims.
[AGENT][NEUTRAL] For the same patient or different patients?
[CUSTOMER][NEUTRAL] Uh, different patients.
[AGENT][NEUTRAL] OK, so I can help you with both. [PII], you will use my name that I gave you along with today's date as your call reference number for each one. Also, any information that I provide for you today on the claims will be a verification of benefits and not a guarantee of payment. And lastly, [PII], if we do have the claims on file and you need a copy of the explanation of benefits, you may print those by going to our portal and the website for our portal is secured.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your first patient policy number, please?
[CUSTOMER][NEUTRAL] D as in Delta [PII].
[AGENT][NEUTRAL] OK, so that number, [PII] is not a policy number for our company. That is a 90 degree benefit number.
[AGENT][NEUTRAL] Were you trying to reach 90 degree benefits or APL because APL, it would have a different policy number.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I have one more member ID which begins with 98993.
[AGENT][NEUTRAL] 993.
[CUSTOMER][NEUTRAL] Yeah, uh, let me check. Yeah, it's 993.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, uh, even this number ID has the uh letter D. Could you please help me with the uh contact number for the emerg360?
[AGENT][NEUTRAL] OK, for 90, OK, so some of these members have dual policies with 90 degree benefits. Do you know who the claim was filed with?
[CUSTOMER][NEUTRAL] It was filed to IMA Insurance.
[AGENT][NEUTRAL] Do you have any other information on the member? Do you happen to have the full social security number for the subscriber on the policy so that I can check before I transfer you and then they have to transfer you back?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh yes, please. Uh, the Social Security number is [PII].
[AGENT][NEUTRAL] OK, thank you. So give me one moment to check to see if I can locate.
[AGENT][NEUTRAL] A member with that information in our system first.
[AGENT][NEUTRAL] OK. And what type of claim are you checking?
[CUSTOMER][NEUTRAL] Medical?
[AGENT][NEUTRAL] OK, so no, sir, there is under that social, there is no medical policy with our company.
[AGENT][NEUTRAL] So the phone number for 90 Degree benefits and when we get finished today that I can connect you with them, but the phone number would be [PII] option one.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got it. Thank you.
[AGENT][NEUTRAL] You're welcome. And do you have another patient?
[CUSTOMER][NEUTRAL] No, this would be all.
[AGENT][NEUTRAL] OK. And what was that? Give me, go ahead and give me that number again.
[CUSTOMER][NEUTRAL] Uh, that is [PII] [PII] [PII].
[AGENT][NEUTRAL] One more time, [PII]. I'm sorry, [PII] 437.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 24356
[AGENT][NEUTRAL] OK. And, and the name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, alright, well, is there anything else that I could help you with today before I connect you over to 90 Degree Benefits?
[CUSTOMER][POSITIVE] No, this could be all. Thank you.
[AGENT][POSITIVE] OK, well, thank you for calling APO and I hope you have a great day.
[CUSTOMER][POSITIVE] You too take care.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Hello, and thank you for calling. Just for calling today, you're entitled to a retail rebate of $100.
[CUSTOMER][NEUTRAL] P
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Thank you for calling IMA, a 90 Degree Benefits Company. 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 direct. 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 as possible. Thank you for your understanding.
[AGENT][NEUTRAL] OK, [PII], this is [PII] [PII] at APL. It is going to voicemail when I am transferring you and they're asking to leave a message for someone to call you back. Do you want me to release you to their voicemail or would you like to just call that number and option one?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] By yourself.
[CUSTOMER][POSITIVE] Uh, I'll call to this number. Thank you.
[AGENT][NEUTRAL] Um, OK. You just want to call them back. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] OK. All right. Well, thank you again for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][POSITIVE] Thank you. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.