AccountId: 011433970860
ContactId: dced73fe-e99e-408d-a0e3-764f08b2d890
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245380 ms
Total Talk Time (AGENT): 89220 ms
Total Talk Time (CUSTOMER): 92377 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/dced73fe-e99e-408d-a0e3-764f08b2d890_20250324T19:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm with Fairfield Medical Center, and I'm hoping I got the right department. I'm trying to get claim status.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is that callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is D like David 476-855-82.
[AGENT][NEUTRAL] All right, thank you. That is not our APL policy number. Ours starts with a 0 is all numerical. Do you happen to have the APL policy ID number?
[CUSTOMER][NEUTRAL] And what exactly? Because when I look at the insurance card.
[CUSTOMER][POSITIVE] It gives me uh.
[AGENT][NEUTRAL] Do
[CUSTOMER][NEUTRAL] I don't see anything APL.
[AGENT][NEUTRAL] OK, does, what does the card have on it? Is it 90 degree benefits or IMA?
[CUSTOMER][NEUTRAL] Well, it shows the member it shows surge. It gives me a group number employee ID and on the back of the card.
[CUSTOMER][NEUTRAL] For medical benefit verification or customer service, called 90 Degree Benefits at this number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so let me see if they have it. That does sound like IMA benefits or 9 degree benefits, and I can transfer you to them, but let's just check and see if they have medical coverage with us before I transfer you. What is their last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The last name is [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh you are
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] Alright, thank you. That one's a different one. What's the first name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And it's gonna be worse. It's like new [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So I don't know if that is silent, if it's no [PII]
[AGENT][NEUTRAL] Oh, [PII]. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I don't have an insured by that name listed in our system. So when you called that number, I imagine you chose option 2 for medical. That's why you came to us. So I'm going to transfer you back to them and to speak with IMA or 90 Degree benefits. You're, uh, well, I'm gonna choose option 1 for you, but if you call back you always choose option 1 to speak with them.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I, I do appreciate it thank you so much, [PII].
[AGENT][POSITIVE] My pleasure. If you'll hold just one moment, [PII], I'll transfer you back to them. Hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. The ads 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.
[CUSTOMER][NEUTRAL] All agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remain on the line, and we will be with you shortly.