AccountId: 011433970860
ContactId: 661599c1-4c06-4f85-9e2e-6d4744168ab7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300739 ms
Total Talk Time (AGENT): 74579 ms
Total Talk Time (CUSTOMER): 126465 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/661599c1-4c06-4f85-9e2e-6d4744168ab7_20250421T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII], and I'm calling from 90 Degree Benefits. We have a company, it's TRC.
[CUSTOMER][NEUTRAL] That has an employee that has uh dental coverage and they would like to have a claim pro reprocessed if you don't mind.
[AGENT][POSITIVE] Yes, of course.
[AGENT][POSITIVE] OK, so this is customer care.
[AGENT][NEUTRAL] Um, for claims processing, I will have to transfer you over to the claims department. Is that OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Well, I need to make sure now tell me who, who you are again now?
[AGENT][NEUTRAL] Uh, AP sorry.
[CUSTOMER][NEUTRAL] Claims customer service.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Unless you were trying to.
[CUSTOMER][NEUTRAL] OK, so you couldn't look.
[AGENT][NEUTRAL] Sorry, go ahead.
[CUSTOMER][NEUTRAL] No, um, just tell me why I should talk to.
[CUSTOMER][NEUTRAL] OK, I guess I, I don't know. Uh, let me tell you what I have. This, um, COR participant.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Had some claims that were I guess denied because his COR payments weren't up to date. OK, they're currently paid to [PII], so he needs he needs, uh, just needs his claims reprocessed. So do I need to speak with you or, uh, claims?
[AGENT][NEUTRAL] So I only can check like claim status for uh claims processing it would just be the claims department.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, I guess I need to see if he does need claims processing. His comment and his voicemail said that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where is that at?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] He spoke with someone APL and they said that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He was told
[CUSTOMER][NEUTRAL] That someone need to call and tell him to him to pay that to for y'all to pay that claim. So who do I need to speak with?
[AGENT][NEUTRAL] So he spoke to someone from APL and they told him we would pay the claim.
[CUSTOMER][NEUTRAL] Yeah, she said it's on hold waiting for either someone to say go ahead and process that claim.
[AGENT][NEUTRAL] OK, let me look his policy up and see if there's any update on that claim.
[AGENT][NEUTRAL] Um, do you, do you have his policy number?
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] I have a social.
[AGENT][NEUTRAL] OK. What's his social?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Let me know that I'm sorry, I got the wrong number. I'm, I'm gonna start over. [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Sorry, just a minute, my computer's thinking.
[CUSTOMER][NEUTRAL] I I understand it's Monday for sure.
[AGENT][NEGATIVE] It is everything's slow today.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And then his first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then do you have a data service by chance?
[CUSTOMER][NEUTRAL] I do not. I'm sorry.
[AGENT][NEUTRAL] Do you have the claim number?
[CUSTOMER][NEUTRAL] I can get that from him if you need that. I, I don't have anything else besides I need a claim paid.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, tell me what I need. I need data service.
[AGENT][NEUTRAL] Yes ma'am, data service and the charge amount, mhm.
[CUSTOMER][NEUTRAL] She went up, OK.
[CUSTOMER][POSITIVE] Gorge amount. OK, alright, let me get that and I'll call you back.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] OK, thank you. You're welcome.
[AGENT][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] Bye bye.