AccountId: 011433970860
ContactId: d1a1fdf9-9571-4665-90b5-fea76ef6e59b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405500 ms
Total Talk Time (AGENT): 110864 ms
Total Talk Time (CUSTOMER): 113586 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/d1a1fdf9-9571-4665-90b5-fea76ef6e59b_20250317T18:47_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling on a recorded line from Northside Hospital for claim status.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with claim status. What is the callback number?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you, [PII]. And the policy number for the patient, please?
[CUSTOMER][NEUTRAL] D as in David, 435-09998.
[AGENT][NEUTRAL] All right, thank you. That is not our policy number. Our policy numbers are all numerical. Do you have the all numerical policy number starting with a 0?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, I don't. This is the number on their card for 90 degree benefits.
[AGENT][NEUTRAL] So for 90 degree benefits to speak with them, you would choose option one. I imagine that you chose option 2 for medical, is that correct?
[CUSTOMER][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] OK, tell you what, let's do. Let's do a name search and let me see if they have a policy with us. If not, I can get you back to 90 degree benefits. How about that?
[AGENT][NEUTRAL] But we usually have the medical coverage. So what's the last name of the patient?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh, [PII], looks like they have two last names, so the first one is [PII] and then [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you happen to have his social or her social?
[CUSTOMER][NEUTRAL] Um, let me check here.
[AGENT][NEUTRAL] Or do you have a policy er number on the card maybe?
[CUSTOMER][NEUTRAL] No, I don't.
[CUSTOMER][NEUTRAL] You said a policy what number?
[AGENT][NEUTRAL] Policy slash cert number.
[CUSTOMER][NEUTRAL] Mm let's see here.
[AGENT][NEUTRAL] I'm checking differently.
[CUSTOMER][NEUTRAL] No, I just have employees.
[AGENT][NEUTRAL] OK, so tell me, is, is [PII] and then I'm gonna try it different ways. [PII], what was the last part of the last name?
[CUSTOMER][NEUTRAL] Um, it's [PII]
[AGENT][NEUTRAL] OK, alright, let's see, bear with me just a second. I'm gonna try it with just the ATHUS.
[AGENT][NEUTRAL] I'm gonna try several different ways, no telling how we have it in here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, don't have it under that. Let me try it with a dash.
[AGENT][NEUTRAL] 00.
[AGENT][NEUTRAL] Oh, I think I found her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and this is for a medical claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Now, with us, she only has dental in life. So what I can do is I can get you back to IMA or 90 degree benefits, and I'm gonna choose option one. So that's if you have to call again to speak with them, it's always option one.
[AGENT][POSITIVE] But I'll get you back to a representative that can assist you. Thank you. One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] 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.
[CUSTOMER][NEUTRAL] 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] All agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remain on the line, and we will be with you shortly.
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