AccountId: 011433970860
ContactId: a5dc3906-6e7f-4858-9b63-2a13482c8067
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 933140 ms
Total Talk Time (AGENT): 151475 ms
Total Talk Time (CUSTOMER): 430272 ms
Interruptions: 11
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/a5dc3906-6e7f-4858-9b63-2a13482c8067_20250422T18:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office to check the claim status of the member. Could you please spell it out your name for the document purpose?
[AGENT][NEUTRAL] Yes, I can help you with claim status today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do have. Before that, could you please spell it out your name for the document purpose?
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Can I get your last initial name, please?
[AGENT][NEUTRAL] Yes, ma'am, it's [PII]
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The policy number under 7709 W as in Whiskey 150084.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] I don't believe that's the policy number.
[AGENT][NEUTRAL] Is there another number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me check. One moment. Give me one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Could you please hold one moment? I'm just checking.
[AGENT][POSITIVE] Yes, of course.
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[CUSTOMER][NEUTRAL] Hello. Yeah, thank you so much for being on hold, [PII], and I do not have, I do not have any other member ID. Could you please check with member first name and last name with date of birth, whether you will be able to find the member or not?
[AGENT][NEUTRAL] Yes, we can do first and last name.
[CUSTOMER][NEUTRAL] Sure. The member name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] That could be S as in Sam, H as in Hotel, A as in Alpha, H as in Hotel, I as in India, N as in Nancy, I as in India.
[CUSTOMER][NEUTRAL] [PII] as in apple, N as in Nancy, and first name was [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. And did you say the last name is [PII]?
[CUSTOMER][POSITIVE] Yes, I'm so sorry. I was on mute. The last name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do not see a policy with that name.
[AGENT][NEUTRAL] Let me double check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. No, ma'am. There is not a policy with that name.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So you cannot be able to find out that member, right?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, OK. [PII], I do have another members as well with the same policy like American Health, American Public Life Policy. So could you please check whether you will you be able to find out that members or not?
[AGENT][NEUTRAL] Yes. Mhm. Do you have the policy number for them?
[CUSTOMER][NEUTRAL] Uh yeah, let me pull up the details. Give me 2 minutes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it's, yeah. The member ID under R as Romeo, X as X-ray, O as in Oscar, 2108285.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then what's a good callback number in case our call gets dropped, [PII]?
[CUSTOMER][NEUTRAL] I have so.
[CUSTOMER][NEUTRAL] Sure, definitely. That is under [PII].
[AGENT][NEUTRAL] OK. And then patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Member, first name is?
[CUSTOMER][NEUTRAL] [PII], that is [PII]. Last name [PII].
[AGENT][NEUTRAL] So the policy number you gave me 22108285 does not match that name.
[CUSTOMER][NEUTRAL] Date of birth
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So the member ID it is not matching with the member name, right? So that means the member is able to find out with the name.
[AGENT][NEUTRAL] That's correct, ma'am. Um, the policy number, yes, isn't matching up with the name.
[CUSTOMER][NEUTRAL] Is this correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Then you can check with member first name, last name, and date of birth, right?
[AGENT][NEUTRAL] Yes. What is the last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, just a second.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I know
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I'm not seeing that policyholder.
[AGENT][NEUTRAL] Um, has a policy with her, with us, that name.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, can I ask you what phone number you called?
[CUSTOMER][NEUTRAL] That is, sorry, could you please repeat again that question?
[AGENT][NEUTRAL] Uh, what is the phone number that you called?
[CUSTOMER][NEUTRAL] That is [PII], sorry, [PII].
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK. So you might need IMA which is uh 90 degree benefit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on, let me get that number for you.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. So I'm going to transfer you over to IMA 90 Degree Benefits.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and then just go over the claims with them.
[AGENT][NEUTRAL] They will probably be able to pull it up in their system.
[CUSTOMER][POSITIVE] Uh, yeah, so sorry to.
[CUSTOMER][NEUTRAL] Sorry to disturb you. Like, could you please uh give me the contact number before you transfer the department? It would be helpful. Yeah. Mhm.
[AGENT][NEUTRAL] Of course, it's
[AGENT][NEUTRAL] Yeah, I can do that. It is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And option one.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII], for providing this information. And could you please uh provide me the call reference number as well?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, the call reference number is my first name, which is [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Last initial [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for those information and have a nice rest of the day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, would you like me to transfer you or would you like to call?
[CUSTOMER][NEUTRAL] Yes, definitely, no. Could you please transfer?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah of course let me put you on a brief hold.
[CUSTOMER][POSITIVE] Thank you so much. You are on hold.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 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 directed to the appropriate party to answer your questions. For questions on IMA Mec Wellness, MVP plans, or COBRA enrollment, please press 1. For questions on the APL hospital indemnity plans or dental coverage, please press 2.
[CUSTOMER][NEUTRAL] 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.
[AGENT][NEUTRAL] OK, [PII], I have you on the phone with them, OK? Someone should be on the line in just a minute. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][POSITIVE] OK, OK, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah, you too.
[AGENT][NEUTRAL] You too. Bye.