AccountId: 011433970860
ContactId: d5410a81-3a2d-4b12-9dd5-0de9d305553c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307239 ms
Total Talk Time (AGENT): 90207 ms
Total Talk Time (CUSTOMER): 109526 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/d5410a81-3a2d-4b12-9dd5-0de9d305553c_20250326T12:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to check on the claim status before we start. Could you please spell out your name?
[AGENT][NEUTRAL] OK, I can barely hear you.
[CUSTOMER][NEUTRAL] Is it better to know?
[AGENT][POSITIVE] Yes, that's better.
[CUSTOMER][NEUTRAL] OK. My name is [PII], and I do need your assistance with the claim.
[AGENT][NEUTRAL] OK, you went away again?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and I do need your assistance with the claim. Uh, and could you please spell out your name before we start the conversation?
[AGENT][NEUTRAL] You said your name is [PII]?
[CUSTOMER][NEUTRAL] No, the hand spelled like [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And you're checking claim status?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. My name is [PII] First initial last name is [PII] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02165059.
[AGENT][NEUTRAL] The last digit is 9.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII], and date of birth, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] And what is the data service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bill?
[CUSTOMER][NEUTRAL] Bill amount 5480.
[CUSTOMER][NEUTRAL] Yeah, total charge amount is $5,483.40.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so I'm not showing data service [PII] on file.
[AGENT][NEUTRAL] Um, I also show that this policy is no longer active, um, as of [PII].
[CUSTOMER][NEUTRAL] Um, but I do have a claim number. Could you please check with the claim number?
[AGENT][NEUTRAL] Mhm. What's that number?
[CUSTOMER][NEUTRAL] 202404-020030.
[AGENT][NEUTRAL] OK, do you have a copy of the explanation of benefits?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] I don't think so. I do have that.
[AGENT][NEUTRAL] OK, where did you get the claim number?
[CUSTOMER][NEUTRAL] Uh, it was mentioned in the system.
[AGENT][NEUTRAL] OK, so that's
[CUSTOMER][NEUTRAL] One moment, let me check in my system.
[AGENT][NEUTRAL] Yeah, you should have the ELB.
[CUSTOMER][NEUTRAL] Yeah, I, I think I do have you here.
[AGENT][NEUTRAL] And what's the name of the insurance company on the explanation of benefits?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It is mentioned as IMA Insurance.
[AGENT][NEUTRAL] OK, and so that claim number is unique to IMA/90 Degrees and so um what phone number did you dial Z on?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, I just uh check the card copy of this patient.
[CUSTOMER][NEUTRAL] Where it is mentioned, uh, the number [PII].
[AGENT][NEUTRAL] OK, so I'm gonna give you the phone number to 90 Degrees and then I can also get you transferred if you would like. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Um, one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the contact number, please?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Option option one.
[CUSTOMER][NEUTRAL] OK. And could you please transfer and reach me to a live representative?
[AGENT][NEUTRAL] I can transfer you. Did you have any other questions before the transfer?
[AGENT][POSITIVE] Did you have any, OK, thank you for calling APLCon. Have a good day and I'll get you transferred.
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[CUSTOMER][POSITIVE] Thank you for calling IMA. Thank you for calling 90 Degree Benefits.