AccountId: 011433970860
ContactId: 4d044f9e-6030-4c6a-8a88-c8a64715a8cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421149 ms
Total Talk Time (AGENT): 158001 ms
Total Talk Time (CUSTOMER): 140576 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/4d044f9e-6030-4c6a-8a88-c8a64715a8cb_20250304T18:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. My last name initial [PII]. I'm calling from the provider's office to check claim status today.
[AGENT][NEUTRAL] OK [PII], you're needing claim status is that correct?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Yes, I can help you with that. And what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] I'm sorry, say that again. Your voi I can barely hear you, [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I have [PII] direct line.
[AGENT][NEUTRAL] Thank you and how many claims [PII], do you have to check status on?
[CUSTOMER][NEUTRAL] I have 2 claims places.
[AGENT][NEUTRAL] For the same patient or different patients?
[CUSTOMER][NEUTRAL] Uh, hold on, it's a different one.
[CUSTOMER][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] OK, so [PII], you will use my name that I gave you along with today's date as your call reference number for each one. Also, any information that I do provide for you will be a verification of benefits and not a guarantee of payment. And lastly, if we do have the claims on file and you need a copy of our explanation of benefits, you may go to our portal and print that by going to secured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII], what is your first patient's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have uh
[CUSTOMER][NEUTRAL] D as in David, 412.
[CUSTOMER][NEUTRAL] 03335.
[AGENT][NEUTRAL] OK, so thank you, [PII], but that is not an APO policy number. That is for 90 degree benefits.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, can you transfer this call, please?
[AGENT][NEUTRAL] Are both of your claims for 90 degree benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so they do not, OK. Um, what is, um, the, the last name?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, last name I have [PII].
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] I have uh [PII].
[AGENT][NEUTRAL] OK, let me see if she also has a before I transfer you, do you know if the member also has a policy with APL? Some of these um members do have policies with both companies.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, no, no, no, you can transfer the call because you can see they have 190 degree benefits.
[AGENT][NEUTRAL] OK, so you, what number did you call to reach me today?
[CUSTOMER][NEUTRAL] I tried to call, one moment, let me check the ID card. Yeah. I have [PII].
[AGENT][NEUTRAL] Uh-huh, sure.
[AGENT][NEUTRAL] OK, so that is the phone number for APL, not 90 degree benefits.
[CUSTOMER][NEUTRAL] OK. Can I get your direct number?
[AGENT][NEUTRAL] So let me see if this person also has a policy with us since you have our phone number as well. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I believe that she does.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so what is your patient's name again and date of birth?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] [PII], what is her date of birth?
[CUSTOMER][NEUTRAL] So you're asking for the second number?
[CUSTOMER][NEUTRAL] Uh, yeah, right. [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for her place?
[CUSTOMER][NEUTRAL] Uh, it seems to be.
[CUSTOMER][NEUTRAL] [PII] for the billed amount of $26 even.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] I think uh the second claim is also for the same number, different date of service. Yeah, that's correct.
[CUSTOMER][NEUTRAL] So the same number, different native sense.
[AGENT][NEUTRAL] OK, so for APL there is no claim on file. Well, give me one second, just one moment please.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I will I will I will.
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] Mm, OK. So for the data service of [PII] and the amount of $26 I do not have a claim on file for her.
[CUSTOMER][NEUTRAL] Thank you. Thank you. Uh, can you transfer this call to 90 degrees?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can, and before I do that again, their phone number for 90 degree benefits is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Option one.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And is there anything else I can do for you though before I transfer you?
[CUSTOMER][POSITIVE] Uh, it's all for today. You may go ahead and transfer the call, [PII]. Have a wonderful rest of it. Thank you so much for your assistance.
[AGENT][POSITIVE] OK. I hope you're welcome, [PII]. It was my pleasure and thank you again for calling APL.
[CUSTOMER][POSITIVE] Have a wonderful rest of your day.
[AGENT][POSITIVE] Yes, you too. One moment please, and I'll connect you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degrees. 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.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remain on the line, and we will be with you shortly.