AccountId: 011433970860
ContactId: bd91a929-033a-40ee-8224-81ff8d7b6b70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438769 ms
Total Talk Time (AGENT): 145447 ms
Total Talk Time (CUSTOMER): 141709 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/bd91a929-033a-40ee-8224-81ff8d7b6b70_20250328T13:15_UTC.wav
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[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help?
[CUSTOMER][POSITIVE] Hi [PII], my name is [PII]. It's [PII].
[CUSTOMER][NEUTRAL] Your name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah I did. Yes, [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] I have one claim for you. Could you please help me with that?
[AGENT][NEUTRAL] OK, you're needing to check claim status on one client for one member for one claim?
[CUSTOMER][NEGATIVE] Uh, only one claim, uh, not a claim setup. This goes over the denial. The claim was denied for the non-cover services PR 96. Uh, we receive a two year. We are both are denied for the same reason.
[AGENT][NEUTRAL] OK, I'm sorry, did you say you received two EOBs for the same claim or is it for two different dates of service, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm not sure. Let me have a look. The data services same or different.
[AGENT][NEUTRAL] OK, so first off, [PII], we'll get to that get so but I can help you. What is your callback number first off, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, the callback number is [PII]. Can I get your last initial of your first name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, thank you. And what is the member's policy number, [PII]? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, need a moment. Uh, the policy number is.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 1967922.
[AGENT][POSITIVE] OK, thank you. Give me a couple of moments please to get all of the members' information pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And any information that I do provide would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] First name is [PII]. I can pronounce if you need that. Last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and what is the date of service and total bill amount, [PII]?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII] and the bill amount is.
[CUSTOMER][NEUTRAL] Uh, let me calculate $3,479.90.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And do you have the claim number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have 2 claim number. I'm not sure which one is correct.
[AGENT][NEUTRAL] OK, so give me just a moment then.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I am so sorry about that, [PII].
[AGENT][POSITIVE] I'm so sorry about that. Mm.
[AGENT][NEUTRAL] OK, so again, you said the data service is 132025. Is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] For Rodericka.
[AGENT][NEUTRAL] OK, now we do not have a claim on file for her for that data service here at APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Just a moment, I am providing you the exactly.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I can provide you a claim number. Can you please check with it?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, same number is 2025.
[CUSTOMER][NEUTRAL] 02240310.
[AGENT][NEUTRAL] OK, so that is not an APL or American Public Life claim number.
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] No, I'm connecting to 90 degree benefit.
[AGENT][NEUTRAL] No, sir, you selected the incorrect option. You selected uh the option for APL. Did you call [PII]?
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, [PII]. Is that the phone number? Yes, sir, is that the phone number you called?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so could you please.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII], no, I'm dialing [PII].
[AGENT][NEUTRAL] OK, so that is not the correct phone number for this number as far as for the, the claim number that you're referencing, 90 Degree benefits would be who you would need to speak to and their their phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just a moment, I can note down that.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Option one. But I'll be happy to connect you if you would like. Yes, sir.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Option one.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, well, if you will give me one moment, I'll be happy to connect you. Is there anything else that I can help you with today though first before I do?
[CUSTOMER][NEGATIVE] No thank you [PII].
[AGENT][POSITIVE] Well, you're welcome and thank you again for calling APL. I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Thank you for calling IMA. Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. Please select from the following options to ensure you are directed to the appropriate party. 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] We're sorry, but all agents are currently unable to take your call. Please leave a detailed message after the beep, and we will get back to you as soon as possible.