AccountId: 011433970860
ContactId: e8a62ce7-10ba-4220-b89d-fadbdf9725a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317920 ms
Total Talk Time (AGENT): 102538 ms
Total Talk Time (CUSTOMER): 122865 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/e8a62ce7-10ba-4220-b89d-fadbdf9725a1_20250108T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm trying to get to the authorization department for providers, not sure if that's the correct one.
[AGENT][NEUTRAL] OK, I can help you with authorization and and may I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] [PII], that's [PII]
[AGENT][NEUTRAL] Thank you. And [PII], in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] D as in Delta 44504556.
[AGENT][NEUTRAL] OK, that wouldn't be the policy number if you have a copy of their insurance card, it will be listed as policy 3rd or certificate number.
[CUSTOMER][NEUTRAL] Um, we don't have a scan card. That's the, the problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the patient's social?
[CUSTOMER][NEUTRAL] Um, I think I can only see the last 4. I'm not able to see the entire social.
[AGENT][NEUTRAL] OK. What is the spelling of the last name?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] And the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I show the coverage that he has with us is dental coverage. Is this in regards to pre-authorization for dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK, he does, he has only has the dental with us. He does have a multi-plan. um, let me connect you with him. Give me one moment.
[CUSTOMER][NEUTRAL] Oh, do you have a phone number for them?
[AGENT][NEUTRAL] That number, give me one moment, that will be.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I can transfer you over to them, give me one moment.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling IMA, a 90 Degree Benefits company, the administrator for benefits in a card members.
[CUSTOMER][NEUTRAL] Our office hours are [PII] Monday through Thursday and [PII] on Fridays. If you've reached this message, our offices are currently closed.
[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. For questions on the Vision plan, please press 3.
[CUSTOMER][NEUTRAL] If you are an employee and you have questions on your active enrollment, please press 4.
[CUSTOMER][NEUTRAL] 90 Degree Benefits, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] with APL and I have a provider on our phone needing pre-authorization. They only have the dental with us. I have their member ID number. She don't have their social and I have their first and last name.
[CUSTOMER][NEUTRAL] OK, what's that ID number?
[AGENT][NEUTRAL] That number is D as in David, 44504556.
[CUSTOMER][NEUTRAL] OK just a moment.
[AGENT][NEUTRAL] And if you need the social, I can give that to you.
[CUSTOMER][NEUTRAL] Is that for [PII]?
[AGENT][NEUTRAL] Yes, date of birth [PII].
[CUSTOMER][NEUTRAL] Yes. OK. um, yeah, yeah, he just has the Mac only plan.
[AGENT][NEUTRAL] OK. Let
[AGENT][NEUTRAL] OK, and she's just need to verify that information. I am going to add her in, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] Thank you holding for holding, [PII]. I have [PII] on the line and she's gonna assist you.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK. Well, thanks for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] All