AccountId: 011433970860
ContactId: a706bf09-59f0-4996-8388-7cb0af5be2da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214460 ms
Total Talk Time (AGENT): 51959 ms
Total Talk Time (CUSTOMER): 98310 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/a706bf09-59f0-4996-8388-7cb0af5be2da_20250513T15:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm not sure if I'm in the correct area or who I need to be speaking to. I am trying to check the status of an appeal, um, however, I'm not sure if this is the actual area because the card is misleading, um, with information, um, so I'm not sure if you're able to look it up and tell me who I need to call.
[CUSTOMER][NEUTRAL] For a patient. I'm calling from the provider's office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the policy certificate number?
[CUSTOMER][NEUTRAL] The facility.
[CUSTOMER][NEUTRAL] Yes, give me one, let me see.
[CUSTOMER][NEUTRAL] I have a policy ID number of D as in dog 47684072.
[AGENT][NEUTRAL] OK, um, that policy number is with 90 degree benefits, um, but I can see if possibly we, we also process some claims for those employees, so, um, I can see system. uh, what can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My name is [PII]. Last initial is [PII] The callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the last name of the patient?
[CUSTOMER][NEUTRAL] Parts.
[AGENT][POSITIVE] Works
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] Let me see, I believe it is [PII]. Give me yes, [PII].
[AGENT][NEUTRAL] OK, let me get that, see if I have him in our system.
[CUSTOMER][NEUTRAL] And I'm sorry I didn't um I didn't get your name when we initially got connected.
[AGENT][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Do you have a claim number by chance?
[CUSTOMER][NEUTRAL] Uh, uh, I have it. I'm not sure if it's the right one because it seems like it's a lot of information on this one, but, um, I have 224.
[CUSTOMER][NEUTRAL] 000043204100
[AGENT][NEUTRAL] Is there a group number by chance?
[CUSTOMER][NEUTRAL] Let me.
[CUSTOMER][NEUTRAL] Let me check, hold on one second.
[CUSTOMER][NEUTRAL] Uh, group number 9476.
[AGENT][NEUTRAL] OK, yeah, that's 90 degrees. OK, um, let me, uh, let me get you over to IMA. That's actually who would be able to check your claim status. Um, do you mind if I get you transferred over there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, ma'am. Thank you very much.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.