AccountId: 011433970860
ContactId: 7ab87f2e-66d8-415c-94fb-e2fb5b2cd746
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270910 ms
Total Talk Time (AGENT): 137036 ms
Total Talk Time (CUSTOMER): 58478 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/7ab87f2e-66d8-415c-94fb-e2fb5b2cd746_20250107T17:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, this is [PII]. I'm calling from Center Clinic. I am checking the benefits on a patient, um, and a claim.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits and a claim. Um, can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Uh huh [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number, please?
[CUSTOMER][NEUTRAL] Um, D43730246.
[AGENT][NEUTRAL] OK, can you spell Ms. [PII]'s first name for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And it's [PII] for the last name?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let me see if I can't pull her in by her name.
[AGENT][NEUTRAL] OK, and the claim that you're checking on is it um.
[AGENT][NEUTRAL] What type of claim is it? Is it health? Is it dental?
[CUSTOMER][NEUTRAL] July 8th medical.
[CUSTOMER][NEUTRAL] It's medical.
[AGENT][NEUTRAL] Data service was [PII].
[CUSTOMER][NEUTRAL] 24. Mhm.
[AGENT][NEUTRAL] OK, and then what was the charge amount?
[CUSTOMER][NEUTRAL] Um, the total charge amount was 157.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull in her policy real quick.
[AGENT][NEUTRAL] For health.
[AGENT][NEUTRAL] OK, I'm not showing that she has health insurance with us. I'm showing she has accident, short term disability, and dental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he.
[CUSTOMER][NEUTRAL] Short term.
[CUSTOMER][NEUTRAL] Accident short term and what else?
[AGENT][NEUTRAL] Dental
[CUSTOMER][NEUTRAL] Dental.
[AGENT][NEUTRAL] But I can look on the accident policy and see if we received a claim during that time, let me go ahead and look for you.
[AGENT][NEUTRAL] No ma'am, we have not received a claim on the accident policy.
[AGENT][POSITIVE] Now I can transfer you over to 90 degree benefits um with the policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The number that you gave me that started with the that told me that she was with IMA so I can't transfer you on over to them and let them help you further to see if the um claim is with them.
[CUSTOMER][NEUTRAL] OK, so I'm sorry you were breaking up a little bit. What, what did you say?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I'm sorry. With the policy number that you gave me, it started with a D. That tells me that the insured is also with IMA, which is 90 Degree Benefits, and I can transfer you over to 90 degree Benefits and see if the claim is through them and they can also give you benefit information.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][POSITIVE] OK, I'll take care of that for you and let me give you the number just in case the call's dropped during the transfer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you would choose option one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, it's gonna be a brief hold. I'm gonna transfer you on over now, Ms. [PII]. I hope you have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for