AccountId: 011433970860
ContactId: 7c2d8195-29de-4579-bec3-e89d2ec821b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135800 ms
Total Talk Time (AGENT): 62057 ms
Total Talk Time (CUSTOMER): 66122 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/7c2d8195-29de-4579-bec3-e89d2ec821b8_20250603T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes [PII], my name is [PII] and I'm calling with the provider that's gonna be Tanova of [PII]. Let me state for training and quality purposes that the call may be recorded, and I'm calling to follow up on a claim that you all processed. I have some questions on it.
[AGENT][NEUTRAL] OK Ms. [PII], I can help you with the claim first can I get your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII] and that's correct.
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] We're looking at [PII]. Date of birth is gonna be [PII].
[CUSTOMER][NEUTRAL] And looks like her policy number is D as in dog 42028592.
[AGENT][NEUTRAL] OK, and do you have her APL policy number? That's the 90 degree benefit number.
[CUSTOMER][NEUTRAL] Oh, let me see if there's anything on the EOB here.
[AGENT][NEUTRAL] Or if you can give me the claim number I might be able to pull her in also by the claim number.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The claim number is 202505080006.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Ms. [PII], I'm gonna need to transfer you on over to 90 Degree Benefits. That's one of their claim numbers also so that they can further assist you with the claim. Let me give you that, uh, phone number just in case.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What is the direct number? Yes. OK.
[AGENT][NEUTRAL] Yes, I'm gonna give that to you so if it gets disconnected you'll have it. It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much and I'll hold for the transfer.
[AGENT][POSITIVE] You're welcome. Oh, you're so welcome. It's gonna be a brief hold while I get you over.
[CUSTOMER][POSITIVE] Mhm. Have a good day now.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] You have a good day too, and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for calling 90