AccountId: 011433970860
ContactId: 37a3adb4-9ce1-4ce6-8266-f29ea5743ae0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229169 ms
Total Talk Time (AGENT): 88074 ms
Total Talk Time (CUSTOMER): 102333 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/37a3adb4-9ce1-4ce6-8266-f29ea5743ae0_20250318T16:45_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, this is [PII] calling from Princeton Baptist Medical Center. I need a claim status.
[AGENT][NEUTRAL] Well, [PII], I can help you with that claim status. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] D 46002036
[AGENT][NEUTRAL] Our policy numbers are all numerical. They start with a 0. Do you happen to have a policy slash cert number listed on the card?
[CUSTOMER][NEUTRAL] OK hold on.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Yeah, they've got like 4 sections on here. They've got HSS.
[AGENT][NEUTRAL] Mhm. It's gonna start with a 0.
[CUSTOMER][NEUTRAL] And this ID number starts with the.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Medical multiplan.
[AGENT][NEUTRAL] I tell you what, let's do a name search, [PII], what's the.
[CUSTOMER][NEUTRAL] I'll tell you what.
[CUSTOMER][NEUTRAL] This guy, OK.
[AGENT][NEUTRAL] Yeah, let's do that. What's the last name of the patient?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Birthday [PII].
[AGENT][NEUTRAL] For [PII], and it's [PII]
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] OK, I don't have a [PII] on file. Now, what did you call the [PII] phone number?
[CUSTOMER][NEUTRAL] I did [PII], yes.
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] It's on the card, but let me see where it's.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That number shows under providers verification.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] For 90 degree, OK, so that, but is that.
[AGENT][NEUTRAL] Right, so you chose option 2.
[AGENT][NEUTRAL] And that came to [PII], so what I can do is I can transfer you back to them and I'm gonna push option one for you and you will be able to speak with someone at 90 Degrees.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, is that what that is? OK, so I did have the right number.
[AGENT][NEUTRAL] You did.
[AGENT][POSITIVE] You just, just hit the wrong option, but that's OK cause I got to talk to you, so that's a good thing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just for future reference if you want to speak to 90 Degrees, you would press option 1.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, got you.
[AGENT][POSITIVE] And I'll transfer you back to him so you don't have to hang up and dial again.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. Well, it would be my pleasure, [PII], if you'll hold just one moment.
[CUSTOMER][POSITIVE] OK thanks.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. The ads 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.