AccountId: 011433970860
ContactId: c6769d3a-6ba7-459d-80b8-0b74a5fa4083
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254080 ms
Total Talk Time (AGENT): 70605 ms
Total Talk Time (CUSTOMER): 121772 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/c6769d3a-6ba7-459d-80b8-0b74a5fa4083_20250129T13:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. How are you?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I'm doing fine. How are you?
[CUSTOMER][POSITIVE] I'm also good. Thanks for asking. Myself [PII]. I'm calling from provider's office.
[AGENT][NEUTRAL] OK, I missed your first name. Can you spell it for me, please?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII], and the last initial is [PII].
[AGENT][POSITIVE] Thank you. And how can I help you?
[CUSTOMER][NEUTRAL] Yeah, actually, I'm looking for the claim status.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's
[CUSTOMER][NEUTRAL] Yeah, just give me a minute. It's 64556.
[AGENT][NEUTRAL] And that's a payer ID number?
[AGENT][NEUTRAL] Do you have the ID card?
[CUSTOMER][NEUTRAL] Yeah, it's the policy number.
[AGENT][NEUTRAL] Yeah, that's the payer ID number to submit a claim electronically. Do you have a copy of the medical ID card?
[CUSTOMER][NEUTRAL] No actually I don't have.
[AGENT][NEUTRAL] OK, can you spell the patient's first and last name?
[CUSTOMER][NEUTRAL] Yeah. It's, it's [PII], and the middle name is [PII], and the last first name is [PII]. Sorry, first name is [PII], middle name is [PII], and the last name is [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] Can you spell the first and last name only, please?
[CUSTOMER][NEUTRAL] OK. It's [PII]
[CUSTOMER][NEUTRAL] Just give me a minute.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And what state does this patient reside?
[CUSTOMER][NEUTRAL] Patient, right?
[AGENT][NEUTRAL] Uh-huh. What state do they reach? OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'm not finding anyone under that name.
[AGENT][NEUTRAL] First name I have is [PII]
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, what phone number did you dial for [PII]?
[CUSTOMER][NEUTRAL] Yeah, I dial [PII], 90 degree benefits.
[AGENT][NEUTRAL] OK, I'm gonna get you transferred over to that area that's a different company actually uh give me just a moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Kindly transfer the call to the right department from where I can get the details.
[AGENT][NEUTRAL] OK, it's actually a different company, one moment.
[CUSTOMER][POSITIVE] OK. Uh, sure. Take your time.
[CUSTOMER][NEUTRAL] Thank you for calling IMA, and 90 Degree Benefits Company. 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 to answer your questions. We're sorry, but all agents are currently unable to take your call. Please leave a detailed.
[AGENT][NEUTRAL] Alright, [PII], I'm getting a, a voice message saying that the representatives are busy and that you can leave a message. Would you like for me to go back and transfer you and so you can leave a message for them to call you back?
[CUSTOMER][NEUTRAL] No, kindly please transfer the call.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Thank you for calling IMA. Thank you for calling 90 Degree Benefits. We're sorry, but all agents.