AccountId: 011433970860
ContactId: a21e1b3e-66c0-4937-bef0-c6b708464557
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207520 ms
Total Talk Time (AGENT): 81401 ms
Total Talk Time (CUSTOMER): 66894 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/a21e1b3e-66c0-4937-bef0-c6b708464557_20250513T17:51_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi. This is [PII] calling for provider to check on additional information about the claim that has been denied. Please note this call will be monitored and recorded for quality and training purpose. How are you doing today?
[AGENT][POSITIVE] I'm doing fine, thank you. And you? How are you?
[CUSTOMER][POSITIVE] Yeah, I'm doing good. Thank you so much for asking.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] And if you could please give me your first name again?
[CUSTOMER][NEUTRAL] My name is [PII], last initial [PII].
[AGENT][NEUTRAL] Thank you. And what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] I'm so sorry. I'm so sorry, [PII]. Will you start again? There's our connection is not very good.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] I'm having trouble hearing you. You sound far away from your phone.
[CUSTOMER][NEUTRAL] So, the callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you and you're needing information, additional information on the claim that was denied, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I can help you with that. And what is the policy number for the member?
[CUSTOMER][POSITIVE] Yeah, providing.
[CUSTOMER][NEUTRAL] Uh, that is, uh,
[CUSTOMER][NEUTRAL] Member ID is D as in Delta 41.
[CUSTOMER][NEUTRAL] 203542
[AGENT][NEUTRAL] OK, thank you, [PII], but that is not an APO policy number, that is a 90 degree benefit number. Do you have a copy of the ID card or were you trying to reach 90 degree benefits?
[CUSTOMER][NEUTRAL] Yeah, but I don't have a contact number. Could you please send me to that department if you have that contact number?
[AGENT][NEUTRAL] OK, so you were trying to reach 90 degree benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes, uh 90 degree benefits multi-plan employer group plan, IMA.
[AGENT][NEUTRAL] OK, so the phone num OK, so their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] excuse me, let me start that again. [PII] option one.
[AGENT][POSITIVE] And I'll be happy to connect you over.
[CUSTOMER][NEUTRAL] OK. Could you please start.
[AGENT][NEUTRAL] I can. Is there anything else that I can help you with first?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well thank you for calling APO and I hope you have a nice day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. If you would like to participate in a
[CUSTOMER][NEGATIVE] The person you are trying to reach is currently unavailable.
[CUSTOMER][NEUTRAL] Please leave a