AccountId: 011433970860
ContactId: d098fa78-11aa-4e77-a2e2-5968af664087
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326049 ms
Total Talk Time (AGENT): 162383 ms
Total Talk Time (CUSTOMER): 95623 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/d098fa78-11aa-4e77-a2e2-5968af664087_20250129T17:06_UTC.wav
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[CUSTOMER][NEUTRAL] And so I had to get a hold of them.
[AGENT][POSITIVE] Good morning thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, uh, my name is [PII], and I'm trying this, uh, 90 degree benefits sent me over to you. We're trying to find if my claim went to you, um, because it got, it got denied for coverage and it should have through 90 degree benefits so we're, I'm just trying to get it in the right place.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, um, well, I can definitely help you and see if there's a um claim here for you. May I have your name and a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[CUSTOMER][NEUTRAL] Uh, my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Uh, I, I don't have it, uh, handy. I'm at work right now on my lunch break and it my car's in my car.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can look the policy up with your social.
[CUSTOMER][NEUTRAL] Alright, alright, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, here we go. And this is for your, um, you said 90 degrees, so your medical policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And I just um found it and it's coming up now.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Uh, my address is [PII] and my email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um do you know like the date of, well, I can look at it this way. Hold on one second. So, AP.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But it was [PII].
[AGENT][NEUTRAL] So APL has not processed any claims for you yet. So how this goes, um, your claims would go, whoever the provider is, um, doctors, hospitals, they should have sent the claim to IMA IMA is repricing, tries to get additional discounts, and then it comes to us to finish out the claim and to provide the decision. So there like it's literally blank, like we haven't even processed one claim for you yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I would reach out to the whoever the provider is. I know they're having to go all over, but I would disregard all of that. Reach out to your provider and I'm going to give you the claim's mailing address and payer ID for IMA. That's the only person they should be sending or company they should be sending the claims to.
[AGENT][NEUTRAL] And there's no timely filing, so you, there's no deadline or anything. As long as the policy is active, you can file at any time, so they, they still have time.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] What is that one?
[CUSTOMER][NEUTRAL] OK, one second, let me get to a pen.
[AGENT][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] That's the time we can't find it when we need it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Right. OK. I found a pen.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, now I gotta get to hang on one second, I'm so sorry.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Take your time, you're totally fine.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so the uh claims mailing address is [PII].
[AGENT][NEUTRAL] Eagan, E A G A N.
[AGENT][NEUTRAL] Minnesota
[AGENT][NEUTRAL] [PII] is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the payer ID if they want to send it electronically?
[AGENT][NEUTRAL] Um, it's 645-56.
[CUSTOMER][NEUTRAL] 654.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well, I'm sorry, can you?
[AGENT][NEUTRAL] 64.
[CUSTOMER][NEUTRAL] No, OK.
[AGENT][NEUTRAL] 645-556.
[CUSTOMER][NEUTRAL] OK. 645-556.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, all right, thank you so very much.
[AGENT][NEUTRAL] You're very welcome. So if they say they've sent it anywhere other than that, or I don't know, but that's the only place they need to be sending it to and then we'll go ahead and get it processed and sent back to you.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome. Thanks for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.