AccountId: 011433970860
ContactId: d8e38f1b-2e76-4c2a-975f-9f764807fe63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335869 ms
Total Talk Time (AGENT): 175627 ms
Total Talk Time (CUSTOMER): 103827 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/d8e38f1b-2e76-4c2a-975f-9f764807fe63_20250512T17:05_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, uh, [PII]. This is [PII]. I'm calling for the provider [PII]. Please note this call will be monitored and recorded for quality and training purposes. I'm calling to obtain.
[CUSTOMER][NEUTRAL] Claim status.
[AGENT][NEUTRAL] OK, you're needing claim status, [PII] for one patient?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Is that correct? Do you have one claim?
[CUSTOMER][NEUTRAL] Actually I do have a cycling.
[CUSTOMER][NEUTRAL] No, no, I do have a 5 lane.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. Are your 5 claims for the same patient or for 5 different patients?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, different patient.
[AGENT][NEUTRAL] OK. Yes, I can help you, [PII]. And what is your callback number?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII]. It's a direct line, no extension.
[AGENT][NEUTRAL] OK, thank you [PII]. So first off, you will use my name that I gave you along with today's date as your call reference number for each.
[AGENT][NEUTRAL] Any information that I provide for you and any of the claims will be a verification of benefits and not a guarantee of payment.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][NEUTRAL] And lastly, should you need should we have a claim on file and you need a copy of the explanation of benefits once you have the claim number, you will be able to print that from by going to our portal and our website for the portal is located at secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And what is, you're welcome. And what is your first patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, the first patient policy number, it is D as in Delta 454.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] 00864.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not a policy number for APL that is a 90 degree benefit policy number.
[CUSTOMER][NEUTRAL] OK. So you mean to say this policy is not with your department?
[AGENT][NEUTRAL] That is correct. It's with a different company for that D number. That's a 90 degree benefit number. What number did you call to reach me today?
[CUSTOMER][NEUTRAL] OK. Thank you so much. Uh, I do have another policy. Could you please check, is it with your department or different department?
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Yes, I do have a next one. It is uh A alpha 20,309,240.
[AGENT][NEUTRAL] OK, that is not an, an um, OK. Well, who does it say that insurance company is?
[CUSTOMER][NEUTRAL] Checking signal 90 degrees benefits, OK.
[AGENT][NEUTRAL] What is the name of your?
[AGENT][NEUTRAL] OK, yes ma'am, you've called the wrong company. 90 Degree Benefits phone number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], option 1.
[CUSTOMER][NEUTRAL] [PII]. So the number is [PII], right?
[AGENT][NEUTRAL] No, ma'am. [PII].
[CUSTOMER][POSITIVE] Thank you so much. And could you please transfer my call with correct department if possible?
[AGENT][NEUTRAL] Yes ma'am, and that's the only claims that you want me to check. All of your claims are with 90 degree benefits?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][POSITIVE] OK, well, I'll be happy to connect you over. Is there anything else, [PII], that I could help you with first?
[CUSTOMER][POSITIVE] Ah, no, really appreciate, thank you so much.
[AGENT][POSITIVE] Well, you're very welcome. Yes, ma'am. It was my pleasure and thank you for calling APL. I hope you have a nice rest of your day.
[CUSTOMER][POSITIVE] Yeah, you too. Thank you so much. Bye for now.
[AGENT][NEUTRAL] Uh-huh. Bye-bye. One moment.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degrees. If you would like to participate.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you for calling A of your Benefits. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] I'm good, thank you. So I have a provider on the line who pressed the wrong option. Her claims are, she says it's for 90 degree benefits and the lady's name is [PII].
[AGENT][NEUTRAL] And she gave me this callback number, but I could tell you that it's, you won't reach her when you call this number, but it's [PII].
[CUSTOMER][POSITIVE] Joy, I love these calls.
[AGENT][NEUTRAL] I know you do.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] I know. I know. Trust me, I know. But anyway, so again, her name is [PII].
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] All right. Are you ready for her, [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][POSITIVE] OK. Well, thank you so much and have a wonderful afternoon if I don't talk to you again. OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too. All righty. Bye-bye.
[AGENT][NEUTRAL] Mhm bye bye.