AccountId: 011433970860
ContactId: effe43c4-8de7-42be-a0e1-401058e43d10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 476130 ms
Total Talk Time (AGENT): 217857 ms
Total Talk Time (CUSTOMER): 148510 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/effe43c4-8de7-42be-a0e1-401058e43d10_20250424T13:57_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] So how are you here now? So I'm [PII] calling from provider office checking our claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, [PII], and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] So I have 4 claims but uh 1 patient and a 2 data services.
[AGENT][NEUTRAL] OK, and may I have a good contact number in case we're disconnected and the first member's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. So, the number [PII].
[AGENT][NEUTRAL] What is, is this the phone number or the policy number?
[CUSTOMER][NEUTRAL] This is the phone number.
[AGENT][NEUTRAL] OK, and what's the member's policy number?
[CUSTOMER][NEUTRAL] So that's D for Delta 476764887.
[AGENT][NEUTRAL] OK, do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Yeah, we are.
[AGENT][NEUTRAL] On the
[AGENT][NEUTRAL] On the ID card, do you see anywhere that says in hospital or outpatient policy cert number?
[CUSTOMER][NEUTRAL] So just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, uh, what are you asking? What number are you asking?
[AGENT][NEUTRAL] So the D number that you provided is the account number for 90 Degree Benefits, which is a different company, so we can't use that in our systems. I'm asking if you have the ID card available, so that we can locate the APL policy number. It should say in hospital or outpatient policy cert number.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It should start with a 01 or 02.
[CUSTOMER][NEUTRAL] So this is
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So this is an outpatient only but uh yeah we don't have anything but we have only a group number that's 9476 in uh insurance card we don't have any other number.
[AGENT][NEUTRAL] OK, let me try the group number. Hold on one moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Yeah, that's not a group of ours. Um, I can look with the member's full social or I can try with their first and last name.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, the first name is uh [PII]. That's [PII], [PII]. Then uh last name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] [PII], again, [PII] [PII] [PII], [PII] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I just want to make sure I spelled it correctly because we don't have um any policies with that first or last name. Um, do you have a claim number?
[CUSTOMER][NEUTRAL] Yes, we have a claim number so I can tell the claim number?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So that's 202410-010020.
[AGENT][NEUTRAL] OK, so they may have a major insurance company and a primary because that that claim number is not an APL claim number, um.
[AGENT][NEUTRAL] Yeah, we're gonna need more information. If we can get the full social or see if they have an APL policy number, we can try to pull, but with that first and last name and the claim number, that's not pulling up anything. Did you want to move to the next member?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] This is not your uh number, but you are showing, uh, this is your number. So I take it from uh insurance card only, this number.
[AGENT][NEUTRAL] What number did you call? Was it [PII] Hold on. Was it [PII] or was it [PII] that you called?
[CUSTOMER][NEUTRAL] So can you provide me the
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Right, so you called 90 Degree Benefits, which is the the number that you gave, but you were redirected to American Public Life, which is, which is the company I work for. So, our phone number is [PII], but you didn't call us. So just call that [PII] number back and press 0 for customer service and they'll be able to help you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, you have to call for [PII]. That's uh that's uh uh this number uh insurance policy ID number.
[CUSTOMER][NEUTRAL] Customer care number?
[AGENT][NEUTRAL] No, the phone number that you that you dialed was [PII], correct?
[CUSTOMER][NEUTRAL] Yes, yes, yes. Yeah.
[AGENT][NEUTRAL] That phone number, I don't know the rest because it's not my company, but that phone number is 290 Degree benefits. That D476-764-887 number, that is also 90 Degree benefits policy number. So it sounds like you're trying to reach 90 degree benefits.
[AGENT][NEUTRAL] But they do have a prompt on there, no matter what who you're trying to reach. If you choose that prompt, it will send you to us, American Public Life. So you were sent to the wrong place, you need to call the original number back and and press 0 so you can get to their customer service.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, so right now we have to press the 0, right?
[AGENT][NEUTRAL] Yes, you can press, you can listen to the options if you like, or you can press 0 to go to their customer service.
[CUSTOMER][NEUTRAL] Yes. OK. So, uh, you can be able to transfer the call to them if any possible.
[AGENT][NEUTRAL] I don't know their number. It's a different company.
[CUSTOMER][NEUTRAL] So yes
[AGENT][NEUTRAL] You call 90 Degree Benefits and you're speaking with APL. Are both claims for 90-degree benefits or you want to see for the other members, you said you had two members.
[CUSTOMER][POSITIVE] So, uh, thank you very much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, uh, the every member has, uh, uh, same insurance only.
[AGENT][NEUTRAL] The, the other member has the same insurance?
[CUSTOMER][NEUTRAL] Yes, so that is why I said that the uh.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I was just trying to see if I can help you at least with the second one, but if they have the same insurance, then I'm not going to be able to help you. Um, so yeah, you'll just have to reach 90 degree benefits.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][POSITIVE] Yeah, thank you. Thanks for your. Yes, thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] Yeah, yes, sure.