AccountId: 011433970860
ContactId: 33430a98-57ad-47bb-a805-27b60921fae6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273100 ms
Total Talk Time (AGENT): 103268 ms
Total Talk Time (CUSTOMER): 100174 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/33430a98-57ad-47bb-a805-27b60921fae6_20250214T16:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from provider's office. I'm trying to get claim status, please.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number is D47683155.
[AGENT][NEUTRAL] Do you have a copy of the ID card?
[CUSTOMER][NEUTRAL] Yeah, that's what I'm reading it from.
[AGENT][NEUTRAL] Is there a policy er number on the card that begins with a 0?
[CUSTOMER][NEUTRAL] A policy er number.
[AGENT][NEUTRAL] Maybe an inpatient and outpatient policy er number.
[CUSTOMER][NEUTRAL] nothing on the front. Let me look at the back.
[AGENT][NEUTRAL] OK, spell the patient's first and last name for me.
[CUSTOMER][NEUTRAL] First name is [PII] Last name is [PII]
[AGENT][NEUTRAL] Uh, first letter is C as [PII] Charlie or D as in [PII].
[CUSTOMER][NEUTRAL] And the last name?
[AGENT][NEUTRAL] The last name, the last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Oh [PII] OK, spell your name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's a good call back number [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] What phone number did you call?
[CUSTOMER][NEUTRAL] Um, I called.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, on that card, does it reference 90 degree?
[CUSTOMER][NEUTRAL] It does.
[AGENT][NEUTRAL] OK, and so their option would be option one so I'm gonna get you transferred over to that location. The D number that you see on the card is their unique um ID number, OK?
[CUSTOMER][POSITIVE] Oh, OK. Thank you.
[AGENT][NEUTRAL] You're welcome. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[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.
[CUSTOMER][NEUTRAL] 90 Degre Benefits. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you today?
[CUSTOMER][POSITIVE] Hey, I'm good. How are you?
[AGENT][POSITIVE] Good happy [PII].
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Right. I had [PII] with the uh and happy Friday we throw that in there right.
[CUSTOMER][POSITIVE] Happy Friday.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I have [PII] with the provider's office on the phone. She's checking claim status. Um, I can give you the first and last name and she has the number that begins with a [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. What's the first and last name?
[AGENT][NEUTRAL] So the first name is [PII].
[AGENT][NEUTRAL] And the last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I didn't get a date of birth.
[CUSTOMER][NEUTRAL] Well, we only have one.
[CUSTOMER][POSITIVE] So hopefully it's the right one.
[AGENT][NEUTRAL] Yeah, you know, when your, your ID, go ahead.
[CUSTOMER][NEUTRAL] Um, the coverage.
[CUSTOMER][NEUTRAL] Uh-huh. Go ahead. No, you're fine, go ahead.
[AGENT][NEUTRAL] I had a question about the ID card, but never mind. I answered my own question in my head.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, um, yeah, uh, this, this person is no longer active, but, um, they did have the Mac only, so, uh, you can transfer. Oh, do you have a good callback number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do. It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you, ma'am, and I hope you have a good rest of your day and weekend.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Same to you. Uh, same to you, same to you. And he, and I'll, I'll transfer [PII]. Thank you.
[CUSTOMER][NEUTRAL] If I don't talk to you again.
[CUSTOMER][POSITIVE] All right then. Thank you.
[CUSTOMER][POSITIVE] All right, thank