AccountId: 011433970860
ContactId: 1b957fec-cf24-4f84-bd15-6b044932e192
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185899 ms
Total Talk Time (AGENT): 73458 ms
Total Talk Time (CUSTOMER): 88750 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/1b957fec-cf24-4f84-bd15-6b044932e192_20250203T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi. Uh, I'm, I'm not entirely sure I'm in the right place. I just want to, uh, see, I had a uh recent hospital visit and, um, I, uh, I've been, I've been billed, but I wasn't entirely sure how the insurance claim process works, if that's handled, if I, if I would get something.
[CUSTOMER][NEUTRAL] From, from your end, uh, to, or, or if I, if, if what I've been received from the hospital is, is after the insurance has already been processed, I'm just, I'm just not really sure. I'm a relatively new employee. I just started in October, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, um, I can help you with your benefits, sir. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Certainly. My name is [PII].
[CUSTOMER][NEUTRAL] And uh the best phone number to reach me is uh area code [PII].
[AGENT][NEUTRAL] OK, and then what is your policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I have employee ID number, um, the payer ID and policy number.
[AGENT][NEUTRAL] It may say it may say inpatient or outpatient certification number.
[CUSTOMER][NEUTRAL] Um, I'm just going by what's on my card. I don't know if I see that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Now I wasn't really got is a group number and an employee ID number, um, and then there's the pharmacy stuff, but that, that wouldn't be right.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, what is the um employee ID number?
[CUSTOMER][NEUTRAL] Let's give that a try, I guess. OK, that's uh D.
[CUSTOMER][NEUTRAL] 43732246
[AGENT][POSITIVE] OK, thank you, [PII]. I appreciate you giving me that information. I am going to need to transfer you on over to IMA so that you can get your uh questions answered about your benefits.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Can you, um, and I'm gonna go ahead and give you that number just in case the call is disconnected during the transfer you'll have it. It is um 1800.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] 833.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 4296 and then you would select option 1.
[CUSTOMER][NEUTRAL] I see, OK.
[CUSTOMER][NEUTRAL] All right, option one. All right, my mistake.
[AGENT][NEUTRAL] OK. So it's gonna be a brief hold. I'm gonna.
[AGENT][POSITIVE] Yes sir, I'm gonna go ahead and transfer you on over now and um they should be able to assist you further. Thank you so much for calling APL [PII]. I hope you have a good week.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, thank you very much.
[CUSTOMER][POSITIVE] OK, thank you. Goodbye.
[AGENT][NEUTRAL] Bye bye, sir.
[AGENT][POSITIVE] You're welcome bye bye.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card.