AccountId: 011433970860
ContactId: 9c1dc48f-dda1-4e3c-a164-1de1af4d70d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345700 ms
Total Talk Time (AGENT): 69474 ms
Total Talk Time (CUSTOMER): 103016 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/9c1dc48f-dda1-4e3c-a164-1de1af4d70d9_20250512T16:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from the board office. I need to check the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] It is a dark number.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, uh.
[CUSTOMER][NEUTRAL] The policy number is D as in Delta 42005319.
[AGENT][NEUTRAL] OK, uh, that's with 90 degree benefits, um, but we do carry some policies for them. Do you have the last name of the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name of the patient is [PII]
[CUSTOMER][POSITIVE] OK thank you
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and last name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 142
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Do you want me to spell it again?
[AGENT][NEUTRAL] Uh, no, I've got it.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK. And you said [PII], is that right?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] For
[AGENT][NEUTRAL] Do you have her date of birth?
[CUSTOMER][NEUTRAL] Date of birth is on [PII].
[AGENT][NEUTRAL] Data service and bill charges.
[CUSTOMER][NEUTRAL] Data service is on.
[CUSTOMER][NEUTRAL] [PII], it is for $229 even.
[AGENT][NEUTRAL] And you said 229?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, looks like we received that claim on 12-17-2024.
[AGENT][NEUTRAL] Process [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, vena puncture is not covered under the policy?
[AGENT][NEUTRAL] And then the calendar year maximum was met for the other two services.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, and uh.
[CUSTOMER][POSITIVE] OK, we can build this for our patient.
[AGENT][NEUTRAL] Um, this is a supplemental policy, so we can't instruct on patient responsibility.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Mhm. Actually, the 90 degree benefits have a separate EOB says that we can build the patient so we can build the patient for this one.
[AGENT][NEUTRAL] OK, we're not 90 degree benefits we're APL so.
[CUSTOMER][NEUTRAL] OK. Both of them are working as the same policy, right?
[AGENT][NEUTRAL] Uh, no, they're separate policies.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Do you have 90 degree benefits contact number?
[AGENT][NEUTRAL] Uh yes, let me get that.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 994
[AGENT][NEUTRAL] Their number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, for, for this number only I have called on, but it reached directly to APL, not the 90 degree benefits.
[AGENT][NEUTRAL] Um, so you'll do 0. You'll have to press 0 when you call the number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks for your assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APL you as well bye bye.