AccountId: 011433970860
ContactId: 01f13e16-0c45-461e-8a4d-206eb4d1126a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310220 ms
Total Talk Time (AGENT): 79057 ms
Total Talk Time (CUSTOMER): 93324 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/01f13e16-0c45-461e-8a4d-206eb4d1126a_20250122T20:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I'm a medical provider and this is uh regarding claims.
[AGENT][NEUTRAL] OK, you're needing to check claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that and who am I speaking with please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] Thank you and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then how many claims, [PII], do you have to check status on?
[CUSTOMER][NEUTRAL] Um, 2.
[AGENT][NEUTRAL] OK, is it for two different patients or 1 patient with multiple dates of service?
[CUSTOMER][NEUTRAL] Uh, one patient with multiple dates.
[AGENT][NEUTRAL] OK, I can help you and [PII], what is the member's policy number?
[CUSTOMER][NEUTRAL] It's going to be D40901514 and I'm sorry, your name?
[AGENT][POSITIVE] OK, thank
[AGENT][NEUTRAL] Yes, my name is [PII]. But now, [PII], that is not, that is a policy number for IMA or 90-degree benefits. Does the member also have a policy with American Public Life?
[CUSTOMER][POSITIVE] [PII]. Thank you.
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] OK, so the phone number that you called today, was it an [PII] number?
[AGENT][NEUTRAL] Or a [PII] number.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mm, I don't even know what that phone number is. OK, so I'm with American Public Life.
[CUSTOMER][NEUTRAL] Oh, no, no, it was the [PII]. Yes, it was.
[AGENT][NEUTRAL] OK, so you just needed to have selected option one, but I can, that's OK I can transfer you back, but just in case something happens with the call, then you would just call that same number, [PII] and select option one.
[CUSTOMER][NEUTRAL] OK. Uh, I'll, I'll just call. Yeah.
[AGENT][NEUTRAL] If they do not have a policy with APL also.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so again, is there anything else I could help you with before I transfer you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh no that'll be it.
[AGENT][POSITIVE] OK, well, thank you so much then for calling APL and I hope you have a nice day.
[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. 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.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][NEUTRAL] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly. Press 1 to leave a voicemail.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important