AccountId: 011433970860
ContactId: 5f43c874-0d07-4e22-98a3-ab67784f076d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220279 ms
Total Talk Time (AGENT): 78979 ms
Total Talk Time (CUSTOMER): 103076 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/5f43c874-0d07-4e22-98a3-ab67784f076d_20250122T18:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII] Um, I was calling, uh, to follow up on some claims for one of our patients.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] It is D43218895.
[AGENT][NEUTRAL] Hey, do you have a copy of the card? Um, our number is gonna start with a 0. OK.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] OK, let me grab that real quick.
[CUSTOMER][NEUTRAL] External program.
[CUSTOMER][NEUTRAL] Insurance card.
[CUSTOMER][NEUTRAL] Let me blow that up so I can see it. I have employee ID which is the one I gave you. I created.
[CUSTOMER][NEUTRAL] I don't see any other number on his card.
[CUSTOMER][NEUTRAL] I know it has um.
[AGENT][NEUTRAL] Uh, there's not a policy er number on the card.
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And spell the patient's first and last name?
[CUSTOMER][NEUTRAL] OK, first name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry, that's the last name, [PII]. Uh first name [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] that.
[CUSTOMER][NEUTRAL] Of course this was back in [PII] for these claims that helps any.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what phone number did you call?
[CUSTOMER][NEUTRAL] if it's not
[CUSTOMER][NEUTRAL] Um, [PII] which was on his card.
[AGENT][NEUTRAL] Uh, OK, that's 90 Degrees, which is a different company. I'm gonna get you transferred over to that area, OK? And the D the D number, is there a unique number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Very good thank you.
[AGENT][NEUTRAL] Alrighty, and then when you call that number it's option 1. I think you may have selected option 2, which brought you to American Public Life.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me one moment. OK, give me one moment, I'll get you transferred. You're welcome.
[CUSTOMER][NEUTRAL] That could be.
[CUSTOMER][POSITIVE] Thank you.
[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 party to answer your questions.
[CUSTOMER][NEUTRAL] 9 degree Benefits, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. I have a provider on the phone, uh, [PII].
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, they, they have the right number but they're selecting the incorrect option. Had a lot of these today.
[AGENT][NEUTRAL] Wish it was on that card. Um she I know she has the D number. Uh the patient is for [PII] and the last name is [PII]
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] I know, right?
[AGENT][NEUTRAL] Think she's just wanting to check claim status.
[CUSTOMER][NEUTRAL] All right. And do you have a good callback number?
[AGENT][NEUTRAL] I do. It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you, ma'am. You can send her over.
[AGENT][POSITIVE] OK, here she comes. Thank you, [PII].
[CUSTOMER][POSITIVE] All right. You're welcome. Have a good day.
[AGENT][NEUTRAL] Hm. Bye-bye.