AccountId: 011433970860
ContactId: 78a3fa7a-75b2-473d-ae3a-2e6643415c80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205059 ms
Total Talk Time (AGENT): 73755 ms
Total Talk Time (CUSTOMER): 87789 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/78a3fa7a-75b2-473d-ae3a-2e6643415c80_20250430T19:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, could you tell me your name again please?
[AGENT][NEUTRAL] My name is [PII] last initial [PII]
[CUSTOMER][NEUTRAL] Ms. So, my name is [PII] and I'm calling with Forest General Hospital. I'm trying to check the status of a claim.
[AGENT][POSITIVE] Sure, I can assist you with claim system.
[CUSTOMER][NEUTRAL] On a 90 degree benefit patient.
[CUSTOMER][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Um, sure, I can assist you with claims. You said it's a 90 degree patient. Is it for 90 degrees or is it, is it for APL?
[CUSTOMER][NEUTRAL] Um, it's a 90 degree, uh, well, it's benefits in the card, and they told me it was 90 degrees.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But they transferred me to you.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Hm, OK. Um, I can try with us and if I don't find anything, I can transfer you to 90 degrees, but yeah, this is not 90 degrees. This is APL. OK. Uh, let me, yes, APL. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] APL.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, I have a member ID. Let's try that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] D as in David 47690196
[AGENT][NEUTRAL] OK, that number is not for us. Do you have any other numbers?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, so yeah, it is gonna be 90 degrees. OK, go ahead. Go ahead, go ahead.
[CUSTOMER][NEUTRAL] Um, let me make sure. Hold on. Let me make.
[CUSTOMER][NEUTRAL] Yeah, it's, it's, it's plain as day 90 degree benefits on the card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, to mail to benefit in a card.
[AGENT][NEUTRAL] Mm, OK, so yeah.
[CUSTOMER][NEUTRAL] But they transferred me to you.
[AGENT][NEUTRAL] Yeah, when you call IMA if you don't choose option one, it will bring you here for some reason. So, um, more than likely it was just sent directly to us instead of um 90 degrees. So let me just go ahead and get 90 degree on the line for us, OK? I'll put you in the right option.
[CUSTOMER][POSITIVE] OK, thank you. OK, thank you.
[AGENT][POSITIVE] You're welcome, Miss [PII]. One moment. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. 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] 90 degree Benefits. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], this is [PII] with Forest General Hospital, and I am trying to check the status of a claim. This is the 3rd time I've been transferred.
[CUSTOMER][NEUTRAL] OK. Uh, tell me.
[CUSTOMER][NEUTRAL] Tell me your name again.
[CUSTOMER][NEUTRAL] My name is [PII] and the clinic or office you're calling from?