AccountId: 011433970860
ContactId: 8201aabe-a2be-4c97-b731-222fd5d7c127
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283170 ms
Total Talk Time (AGENT): 65346 ms
Total Talk Time (CUSTOMER): 63848 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/8201aabe-a2be-4c97-b731-222fd5d7c127_20250611T14:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm calling to get status on a on a claim.
[AGENT][NEUTRAL] OK, is it for yourself or are you with a provider?
[CUSTOMER][NEUTRAL] I'm a provider. It's like it's hard to get in contact and speak with a live agent, so I hope like I don't know if I have the right department or not, but.
[AGENT][NEUTRAL] OK, I can help you with claim status. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII] B [PII] direct number and what is your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You have the policy number, [PII]?
[CUSTOMER][NEUTRAL] I have D 437.
[CUSTOMER][NEUTRAL] 05322
[AGENT][NEUTRAL] OK, um, that policy number is with 90 degree benefits, but we do administer some policies. Do you have the last name of the patient?
[CUSTOMER][NEGATIVE] [PII] and why you can never why you can't reach the one from there.
[CUSTOMER][NEUTRAL] Like it's crazy.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] From 90 degree benefit or?
[CUSTOMER][NEGATIVE] I mean, I just, yeah, I just called this number because it was on the account, but I've tried. I had another account where I just called 90 degree business from other members, and I could not get a live representative on the phone. I was on the phone for like 20-30 minutes, putting in prompts and couldn't get nobody.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But the last name is [PII].
[AGENT][NEUTRAL] OK, and the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, what?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. Give me just one moment.
[AGENT][NEUTRAL] And do you have the, do you have a claim number or date of service?
[CUSTOMER][NEUTRAL] I don't have anything. I have a data service 5-19-2024.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For 4,779.
[AGENT][NEUTRAL] And is it, you, you don't have the patient, um, do you have their date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Uh, with the services have been rendered in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like this policy we had with him terminated.
[AGENT][NEUTRAL] 220 [PII]. Let me see if we got the claim though. 5-19 2024, is that right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it looks like the last policy we had terminated [PII].
[AGENT][NEUTRAL] So I don't have a.
[CUSTOMER][NEUTRAL] OK thank you you have a call reference number for me?
[AGENT][NEUTRAL] Uh, yes, it's my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.