AccountId: 011433970860
ContactId: 3d8bc85b-e9a1-4a3d-a2ec-c01206c91834
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200940 ms
Total Talk Time (AGENT): 77795 ms
Total Talk Time (CUSTOMER): 77191 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/3d8bc85b-e9a1-4a3d-a2ec-c01206c91834_20250113T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], initial [PII], calling for the provider of COVI and hospital level to check on ads. How are you doing today?
[AGENT][NEUTRAL] I'm, I'm fine, [PII]. You said you're checking to call, you're calling on a denied claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, if I can get the policy number and the claim number, please?
[CUSTOMER][NEUTRAL] Sure. Uh, the member ID D delta 45,302,530.
[AGENT][NEUTRAL] And the claim number?
[CUSTOMER][NEUTRAL] Sure. Uh, please give me a moment. Let me pull the claim number. Uh, yeah, the claim number will be 202409251019.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna get you transferred over to 90 Degrees and then they can discuss that claim with you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Sure, thank you so much for that.
[AGENT][NEUTRAL] And I'll go ahead and give you their phone number as well just for future reference. Let me know when you're ready.
[CUSTOMER][NEUTRAL] I, I really.
[CUSTOMER][POSITIVE] Mm yeah, I'm ready.
[AGENT][NEUTRAL] So that number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Option one
[CUSTOMER][POSITIVE] Optional thank you, thank you so much for that.
[AGENT][NEUTRAL] You're welcome. Did you have any other questions, [PII], before I transfer you?
[CUSTOMER][POSITIVE] Yeah, no, that's thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day in one moment.
[CUSTOMER][POSITIVE] Thank you for calling 90.
[CUSTOMER][NEUTRAL] 90 Degree Benefits. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Uh good. I have [PII] with the provider's office. She's wanting to discuss a denied claim.
[CUSTOMER][NEUTRAL] Yes, ma'am. What is her callback number?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then I have the policy number the D as in David 45,302,530, and she also gave me a claim number.
[AGENT][NEUTRAL] If you want that?
[CUSTOMER][NEUTRAL] Um, what's the patient's name?
[AGENT][NEUTRAL] It is for well we don't I didn't I wasn't able to pull her up in our system.
[CUSTOMER][NEUTRAL] Oh, so you don't, OK. What's that claim number then?
[AGENT][NEUTRAL] She gave me 202409.
[AGENT][NEUTRAL] 251
[AGENT][NEUTRAL] 019. That's a long number.
[CUSTOMER][NEUTRAL] Yeah, they are. They are long.
[CUSTOMER][NEUTRAL] OK, so it looks like that is for [PII]. I don't know what her name is, but yeah, they just have the Mac-only plan, you can send her over.
[AGENT][POSITIVE] OK, thank you, [PII]. Here she comes.
[CUSTOMER][POSITIVE] Yes, ma'am. All right. Have a good day.
[AGENT][NEUTRAL] Uh you too.