AccountId: 011433970860
ContactId: 1de6c43a-72ca-4e0e-b8ce-1d2a0eed4d8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401119 ms
Total Talk Time (AGENT): 71014 ms
Total Talk Time (CUSTOMER): 123423 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/1de6c43a-72ca-4e0e-b8ce-1d2a0eed4d8f_20250325T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from a provider's office in [PII]. I don't know if I have the right option, trying to reach somebody with 90 degree benefits.
[AGENT][NEUTRAL] OK, uh, for what type of service?
[CUSTOMER][NEUTRAL] It's the provider's physician's bill.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It's D 43732496.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And spell your first name for me.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and what's a good call back, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, is it a medical claim or a wellness claim?
[CUSTOMER][NEUTRAL] Yes, medical.
[AGENT][NEUTRAL] OK and um what is the date of service in charge?
[CUSTOMER][NEUTRAL] It's [PII]. The entire bill is $827.
[AGENT][NEUTRAL] OK, can you spell the patient's first and last name for me please?
[CUSTOMER][NEUTRAL] Yes, first name is [PII] Last name is [PII]
[AGENT][NEUTRAL] The first name is [PII], and the last name is [PII]
[CUSTOMER][NEUTRAL] No, why isn't
[CUSTOMER][NEUTRAL] Yeah, the last name is correct, but the first name is [PII], not [PII].
[AGENT][NEUTRAL] Oh, [PII]. OK.
[CUSTOMER][NEUTRAL] Uh-huh, right.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Gonna place you on a brief hold. Be right back.
[CUSTOMER][NEUTRAL] Sure, that's fine.
[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 COBR enrollment, please press 1.
[CUSTOMER][NEUTRAL] If you would like to participate in a quick survey after the call to rate your service with us, please press 1. Press 2 if no.
[CUSTOMER][NEUTRAL] 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] You
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you for holding. I could not locate this patient in our system, so I did reach out to 90 Degrees. Um, their lines are busy and they routed me to a voicemail to leave a message. I didn't want to put you in that voicemail without, you know, letting you know, um, so the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you just give me the phone number that you called?
[AGENT][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That's the number that I called there was.
[AGENT][NEUTRAL] And did you have any other questions? And it's option one.
[CUSTOMER][POSITIVE] No, it's just the one I called the OK, option one. OK, that's good that I call the, OK, alright, OK, I'll, I, I can go ahead and call back then that's fine. I really appreciate your help. Thank you so much.
[AGENT][NEUTRAL] Yeah, you dialed option 2.
[AGENT][NEUTRAL] Select option one.
[AGENT][POSITIVE] You're welcome, [PII] thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Bye.