AccountId: 011433970860
ContactId: e038ca06-a274-4ba0-a37a-f98791cc921f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263160 ms
Total Talk Time (AGENT): 105737 ms
Total Talk Time (CUSTOMER): 75439 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/e038ca06-a274-4ba0-a37a-f98791cc921f_20250425T15:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I am [PII] and I'm calling from Emory Clinic, and Glens.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, [PII]. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, uh [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] So, uh, D as in Delta 43510676.
[AGENT][NEUTRAL] Thank you. And do you have the member's ID card available?
[CUSTOMER][NEUTRAL] Uh, give me a second, let me see. Yeah, yeah, I do have that.
[AGENT][NEUTRAL] OK, on the ID card, do you see anywhere that says inpatient or outpatient policy certification number?
[AGENT][NEUTRAL] You should start with a 01 or 02?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] No, no, there's nothing like that. And, but there's a group number uh 9435.
[AGENT][NEUTRAL] OK, do you have the member's full social?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's uh
[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.
[AGENT][NEUTRAL] And can you verify the member's first and last name?
[CUSTOMER][NEUTRAL] [PII], uh, [PII].
[AGENT][NEUTRAL] Alright, and thank you so much for verifying the member's information. All the information provided is a verification of benefits, not a guarantee of payment, and the policy number for APL is 253.
[AGENT][NEUTRAL] 9116.
[AGENT][NEUTRAL] And may I have the date of service and the total bills for the patient?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Total charge is 2,058.
[AGENT][NEUTRAL] Hold on one second. Let me ask you this. You said [PII], this is for medical, correct?
[CUSTOMER][NEUTRAL] Hold on one second let me.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] The reason I'm asking is because the member only has a dental policy with APL. He doesn't there, we don't have a medical policy for him.
[CUSTOMER][NEUTRAL] OK. For this uh employee ID for this uh B43510676, so there's no uh medical plan for this one, right?
[AGENT][NEUTRAL] So that
[AGENT][NEUTRAL] That the number is the policy number for 90 degree benefits.
[CUSTOMER][NEUTRAL] the number is the policy.
[AGENT][NEUTRAL] So I would encourage you to reach out to 90 Degree Benefits because they do work with medical insurances. So, um, he, they can tell you who it's with, um, but yeah, with APL he only has dental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. Uh, can you transfer this call?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, can you transfer this call?
[AGENT][NEUTRAL] Yes, hold on one moment, let me get their number.
[AGENT][NEUTRAL] On the back of their card, it should be an [PII] number.
[AGENT][NEUTRAL] The number that I have is going to be
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, [PII]?
[AGENT][NEUTRAL] Right, that's the number that you need to call and
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Um, that's for 90 degree benefits.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK, thank you very much, sir. Bye.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help with?