AccountId: 011433970860
ContactId: e15e1158-dff5-4467-bc32-c088cd279629
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259149 ms
Total Talk Time (AGENT): 81385 ms
Total Talk Time (CUSTOMER): 75030 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/e15e1158-dff5-4467-bc32-c088cd279629_20250103T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from South Regional Healthcare.
[AGENT][NEUTRAL] Hi [PII], and how can I help you?
[CUSTOMER][NEUTRAL] Oh, I just wanted to check up on the general claim, uh, check up on the claim status and discuss the claim denial.
[AGENT][NEUTRAL] OK, absolutely I can help you with that, but first we're having phone issues. Can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][POSITIVE] Perfect, I appreciate that. Give me one second.
[AGENT][NEUTRAL] Having all kinds of computer problems this morning. OK, and the policy number?
[CUSTOMER][NEUTRAL] It's D as in Delta 47005411.
[AGENT][NEUTRAL] OK, unfortunately that's not one of ours. Do you have their social by any chance?
[CUSTOMER][NEUTRAL] Yes, I do. It is [PII].
[AGENT][NEUTRAL] OK, and the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, did that bring up?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] The last name is [PII].
[AGENT][NEUTRAL] And the first name was again?
[CUSTOMER][POSITIVE] Yes, [PII].
[CUSTOMER][NEUTRAL] It it's [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] With a [PII] or an [PII]?
[CUSTOMER][NEUTRAL] Why?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's about it.
[AGENT][NEUTRAL] Do you have a claim number? Let's try it that way.
[CUSTOMER][NEUTRAL] Yes, I do. It is 20.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's not one of ours either.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well, on the member's ID card, it shows here that it's for 90 degrees.
[AGENT][NEUTRAL] Right, um, he has a, uh, what's it called?
[AGENT][NEUTRAL] A multi plan
[AGENT][NEUTRAL] So 90 degrees takes care of any routine services and APL takes care of his medical side.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's um I don't know why they don't put APL information on the card they don't um so [PII] is probably.
[CUSTOMER][NEUTRAL] Mhm well do you have the contact number for them?
[AGENT][NEUTRAL] 90 degrees, yes, it is. Let me get it for you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Just to confirm, it's [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, thank you and can I get a reference number for the documentation purposes?
[AGENT][NEUTRAL] It's just my name [PII] I S T Y, last initial V as [PII].
[CUSTOMER][POSITIVE] Alright, thank you so much, [PII]. Well then that is it for my side.
[AGENT][POSITIVE] OK, no problem you have a great rest of your day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Uh bye bye.