AccountId: 011433970860
ContactId: 80c8f1f6-cd8c-4fa3-8ae0-0eed5dd630dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203389 ms
Total Talk Time (AGENT): 91367 ms
Total Talk Time (CUSTOMER): 68132 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/80c8f1f6-cd8c-4fa3-8ae0-0eed5dd630dd_20250122T18:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] with Sanford Health. I'm looking if you could help me out with claim status.
[AGENT][NEUTRAL] Yeah, I can check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] All right, thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] D as in dog and then 462-04762.
[AGENT][NEUTRAL] OK, so [PII], that's not gonna be one of our policy numbers, uh, that's going to be through 90 degrees. Do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, um, it is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] And what was the name for the patient?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, do you have the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that um and now this was for medical correct or was this for dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Medical. OK, give me just a moment. Alrighty, uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Well, I will tell you that his medical policy with us did terminate um [PII].
[AGENT][NEUTRAL] So I can see if we received this claim otherwise, um, I could refer you to 90 Degrees if he has any other kind of coverage.
[CUSTOMER][POSITIVE] Awesome, OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Give me just a moment, let me see if we did receive it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][NEUTRAL] What was the bill amount? I'm sorry.
[CUSTOMER][NEUTRAL] Um, $463.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, so no, we did not receive a claim for that date of service. Um, would you like me to get you with um 90 degrees?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh yes please if you would.
[AGENT][NEUTRAL] OK, I'm gonna give you their phone number first um in case there's a disconnect, let me know when you're ready for that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, just um.
[AGENT][NEUTRAL] Alright, it is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, did you want me to go ahead and transfer you now?
[CUSTOMER][POSITIVE] Sounds good thank you.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, alright, just gonna put you on a brief hold while I get them on the line. Thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[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.