AccountId: 011433970860
ContactId: f0d667a2-83af-4fc2-a5d3-eaad883fd383
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331070 ms
Total Talk Time (AGENT): 119874 ms
Total Talk Time (CUSTOMER): 106023 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/f0d667a2-83af-4fc2-a5d3-eaad883fd383_20250328T14:55_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] Yes [PII], my name is [PII]. I'm calling from MMed Health to check on some claims please.
[AGENT][NEUTRAL] OK, well, I can help you with the claim status and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII]. That is correct.
[AGENT][NEUTRAL] Thank you and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Um, 3.
[AGENT][NEUTRAL] All right. And may I have the member's, um, the first member's policy number?
[CUSTOMER][NEUTRAL] Oh, it's all the same patient.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So it's just um
[CUSTOMER][NEUTRAL] Um, policy number is D.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] No, no, go ahead.
[CUSTOMER][NEUTRAL] D 43731406
[AGENT][NEUTRAL] And do you have a copy of the member's ID card available?
[CUSTOMER][NEUTRAL] Oh let me look and see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, and on the ID card, do you see anywhere that says in hospitals or outpatient policy cert number?
[AGENT][NEUTRAL] It should start with a 01 or 02.
[CUSTOMER][NEUTRAL] Uh, let me look at the back.
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, um, I can also look at the member's policy, so that basically that the number there is for 90 degree benefits. Um, we can't use that in our system, but I can look um with the social or the member's first and last name.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, group number doesn't help either.
[AGENT][POSITIVE] I can try the group number, yes.
[CUSTOMER][NEUTRAL] OK, the group number is 943 7.
[AGENT][NEUTRAL] OK, let's see, hold on one moment.
[AGENT][NEUTRAL] Um, this might be for 90 degrees. What's the member's first and last name because that group number for us is inactive.
[CUSTOMER][NEUTRAL] It's [PII] and it's spelled [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But apparently she goes by [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um, I'm gonna look because y'all have paid several claims for her, so let me.
[CUSTOMER][NEUTRAL] Kind of look for that EOB on the older ones.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And it's [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Is she the policyholder?
[CUSTOMER][NEUTRAL] And the EOB from a I'm sorry.
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] No, actually the policy holder is a [PII]
[AGENT][NEUTRAL] On the, um,
[CUSTOMER][NEUTRAL] I'm looking at an EOB.
[AGENT][NEUTRAL] What's the policy number on the EOB?
[AGENT][NEUTRAL] Or the claim number.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Group check number, let's see, it's small claim number 2024.
[CUSTOMER][NEUTRAL] 1009.
[CUSTOMER][NEUTRAL] 0052
[CUSTOMER][NEUTRAL] Says it's administered by 90 degrees.
[AGENT][NEUTRAL] Right, yeah, I was gonna say that's not an APL uh claim number. OK, um, it sounds, did you call it 800-833 or 800-256?
[CUSTOMER][NEUTRAL] 80833.
[AGENT][NEUTRAL] Yeah, OK. So you got redirected. So you're trying to reach 90 degrees and there is um like a prompt on there, no matter who is calling if they use it, it will be directed to APL. Um, just call that 83 I don't even know the number. I know it's 800-833 and press 0 and it'll get to their customer service.
[CUSTOMER][NEUTRAL] Huh
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] But that's what happened. You were redirected to APL.
[CUSTOMER][NEUTRAL] OK, the number I just called.
[CUSTOMER][NEUTRAL] OK, so when you say redirected, is that American Public Life APL?
[AGENT][NEUTRAL] Yes, um, so our phone number here is [PII], so you were like you called one number, but whatever happened on the call, you were sent to us.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][POSITIVE] OK, alright, thank you for your help.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all thank you so much.
[AGENT][POSITIVE] All right, well, thanks for calling APL. I hope you have a good day, [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.