AccountId: 011433970860
ContactId: b5d3d326-7fed-4cea-b8a3-dc68bf33ce0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 482359 ms
Total Talk Time (AGENT): 126216 ms
Total Talk Time (CUSTOMER): 164377 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/b5d3d326-7fed-4cea-b8a3-dc68bf33ce0c_20250603T19:35_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I needed to get some information about a claim.
[AGENT][NEUTRAL] I can help with the claim, and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] I can certainly help with the claim. With whom am I speaking?
[CUSTOMER][NEUTRAL] Uh, this is [PII].
[AGENT][NEUTRAL] [PII], OK, thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] D43300999
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And how do you spell the patient's last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][POSITIVE] Thank you. And their first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I'm gonna go ahead and look this up if I could just get a callback number from you, uh, while we're, um, while I'm looking that up.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Right, let me see what I have here because so far I don't have a [PII], so just let me check here.
[AGENT][NEUTRAL] OK, it doesn't look like this is one of our, uh, insured, um, now the policy number that you gave me, uh, there, there are other, uh, it's, it's not really one of our policy numbers and so I'm not really sure who it is, uh, but that's not one of ours and it's not coming up under his name. Uh, maybe we have his social security number. It might be listed under something else.
[CUSTOMER][NEUTRAL] Mm, OK, um.
[CUSTOMER][NEUTRAL] Well, I have an insurance card. If you could just um verify the effective dates of coverage.
[AGENT][NEGATIVE] Well, that's just it. I'm not finding him on our system at all.
[CUSTOMER][NEUTRAL] You're not finding
[AGENT][NEUTRAL] Yeah, I'm not finding him at all, um, that's just.
[AGENT][NEUTRAL] He, he's not that's not one of our numbers and I'm just not finding him. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well this is benefits and a card, is that correct?
[AGENT][NEUTRAL] No, ma'am, it's not. We're American Public Life, um, we sometimes work with benefits in the car, but, uh,
[AGENT][NEUTRAL] There should be an 800 number on there uh that might be the people you want to talk to or or I can try and transfer you to uh benefits in the card.
[CUSTOMER][NEUTRAL] Uh, I got the [PII]. Is that this number?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Oh, OK, so this is not the [PII] number?
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Could could you transfer me to them to benefits in a card?
[AGENT][NEUTRAL] Sure, yeah, excuse me.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] That's right there.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[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 COBR enrollment, please press 1. For questions on the APL hospital indemnity plans or dental coverage, please press 2.
[CUSTOMER][NEUTRAL] Thank you for calling APL. Your call may be monitored for quality assurance. Para espanolve. If you know your party's extension, you may dial it now. If you are a medical or dental provider, press 1. For verification of benefits, questions about your claim or medical bill, or if you need assistance filing a claim, press 2. For questions about group premium billing.
[CUSTOMER][NEUTRAL] The information provided during this call is only a description of benefits and not a guarantee of payment or eligibility. Benefits are based on eligibility, the date services are rendered, and all planned provisions. Please hold for the next available representative. For dental, press 1. For Medlink or GAP, press 2. For hospital indemnity or accident, press 3. For cancer, disability, intensive care, heart attack, stroke.
[CUSTOMER][NEUTRAL] All of our representatives are currently assisting other customers. Please hold for the next available representative.
[CUSTOMER][NEUTRAL] All of our representatives are currently assisting other customers. Please continue to hold or press star to leave a callback number and retain your position in line, and the next available representative will call you back.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], I'm sorry that they had me on hold and I'm not really sure when it's going to, when they will be finished, um.
[AGENT][NEUTRAL] But uh
[AGENT][NEUTRAL] I can try calling again or you can try leaving and uh you can try calling them and leaving a number um.
[AGENT][NEUTRAL] It's just that I'm not really sure how long they would have had you on hold, and I didn't want you to be on hold as well. Uh but uh you can try calling [PII].
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That's for benefits and a card. I somehow got routed into your pool from that number. I, I, I'll try again.
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] OK, I'm sorry, like I said that I was on hold for a while and I just didn't want you to be on hold as well, but that, that would be the number that you would contact.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you [PII] bye.
[AGENT][POSITIVE] OK, thanks for contacting AT have a good day.