AccountId: 011433970860
ContactId: 9505af81-a71a-4ac0-9c09-660a2bd69977
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352089 ms
Total Talk Time (AGENT): 94923 ms
Total Talk Time (CUSTOMER): 117702 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/9505af81-a71a-4ac0-9c09-660a2bd69977_20250401T17:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. Yeah, this is uh [PII] from UT Southwestern Medical Center at [PII]. I'm calling to verify if you have received a claim for a patient.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can help you with that, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] D as in Delta 47690063.
[AGENT][NEUTRAL] Now our policies are all numerical and they start with a 0. Do you happen to have a policy er number for APL?
[CUSTOMER][NEUTRAL] Yes, I might have. Give me just a second.
[CUSTOMER][NEUTRAL] Give me just a moment.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, yeah, um.
[CUSTOMER][NEUTRAL] ID would be
[CUSTOMER][NEUTRAL] I mean, is there any way that you could locate the, the member without the with a name because um I thought I had a previous note that that that indicated that there was a correct ID.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Because that issue happened before, but uh I, I don't have it here actually. Thanks.
[AGENT][POSITIVE] Not a problem at all. I can look it up by name. What is the last name of the patient?
[CUSTOMER][NEUTRAL] Uh [PII], that will be [PII]
[AGENT][NEUTRAL] So [PII] is the last name?
[CUSTOMER][NEUTRAL] [PII] space between both.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the last name is [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what is the first name?
[CUSTOMER][NEUTRAL] [PII], I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check. Do you happen to have the social?
[CUSTOMER][NEUTRAL] Yes, uh, give me just a second.
[AGENT][NEUTRAL] I'm not pulling it up by name. OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me check that.
[AGENT][NEUTRAL] Not pulling it up that way either. Is it for APL or is it for 90 degree benefits or for?
[AGENT][NEUTRAL] I am a
[CUSTOMER][NEUTRAL] I'm sorry, but, uh, could it be any degree benefits? Give me just a moment.
[AGENT][NEUTRAL] Cause I'm just not able to locate the.
[AGENT][NEUTRAL] Patient
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] Yes, it's 90 degrees. I'm sorry, but uh.
[AGENT][NEUTRAL] OK, alright, so for 90 degree benefits, let me get you back to them. So when did you call the number [PII]?
[CUSTOMER][NEUTRAL] Mm, give me just a second.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so to speak with them you're gonna choose option one if you call that number again.
[AGENT][NEUTRAL] Um, you probably really chose medical, and that's why you were, uh, transferred to APL.
[AGENT][NEUTRAL] But for 90 degree benefits.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Um, you would just choose option one, but I'm gonna go ahead and transfer you back to them, and I will choose option one for you, OK?
[CUSTOMER][POSITIVE] Perfect, thanks. Sure.
[AGENT][POSITIVE] You're very welcome, [PII]. I'm sorry I couldn't look at the patient, but it was a pleasure to try to assist you. Hope you have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][POSITIVE] You too. Bye-bye. Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] I
[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] There was not an entry. Please enter a valid number. If you all agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent.