AccountId: 011433970860
ContactId: 219f17af-f72e-4c6d-8a5b-3570ca5423a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249479 ms
Total Talk Time (AGENT): 62930 ms
Total Talk Time (CUSTOMER): 68511 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/219f17af-f72e-4c6d-8a5b-3570ca5423a1_20250507T15:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check the claim status.
[AGENT][NEUTRAL] OK, I can check on a claim for you. uh, [PII], and can I get a call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The member ID is D as Delta 40,700,340.
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers, [PII]. That is through they're called 90 degree benefits. I can give you their information and transfer you to them, or if you have members social, I can search to see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, before that I have.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I have one more claim for the different patient.
[AGENT][NEUTRAL] Uh, do you have a different policy number?
[CUSTOMER][NEUTRAL] Yeah, for the different number before you transferring call to them.
[AGENT][POSITIVE] Oh OK yeah we can we can try that ahead.
[CUSTOMER][NEUTRAL] Just a moment, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I get the policy ID?
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] 09128366.
[AGENT][NEUTRAL] Um, I'm going to repeat that back. I don't think I heard that correctly, [PII]. That was 09128366.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] One of our policy number there [PII]. I'm not quite sure who that might be through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This is not your policy number?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, I'm seeing that medical ID uh starts from [PII].
[AGENT][NEUTRAL] What was that? I'm sorry?
[CUSTOMER][NEUTRAL] The medical ID is [PII] [PII] [PII].
[AGENT][NEUTRAL] Right, and that is through 90 degree benefits.
[CUSTOMER][NEUTRAL] But it's showing here is an American public life.
[AGENT][NEUTRAL] If they have a policy with us, it would not be that policy number. That policy number is affiliated with 90 Degree benefits. I don't have a way to twist that policy number.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you transfer the call to them?
[AGENT][NEUTRAL] Absolutely, give me just a moment. I'm just gonna put you on a brief hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. If you would like to participate.