AccountId: 011433970860
ContactId: e8201d42-d965-48b9-bf70-9404e97f9cc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233119 ms
Total Talk Time (AGENT): 85945 ms
Total Talk Time (CUSTOMER): 71324 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/e8201d42-d965-48b9-bf70-9404e97f9cc6_20250603T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, this is [PII] calling from OSU Emergency Medicine. I was calling to see why one of our claims were non-covered.
[CUSTOMER][NEGATIVE] My services were not covered for one of our patients.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, call that phone number is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, policy number is 247627761.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, looks like that is a digit too long. Um, was that the, is that the social by chance?
[CUSTOMER][NEUTRAL] Um, D [PII].
[AGENT][NEUTRAL] Oh, D.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Um, that policy would be with 90 degree benefits, but do you have an EOB from us or a claim number?
[AGENT][NEUTRAL] Or what's the last name of the patient?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The last name of the patient is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] This was the number on the card.
[AGENT][NEUTRAL] Yeah, so did we.
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] Uh, [PII], OK. Um, we've got a group that they have a couple of different, um, different types of policies. One is through 90 degree benefits, and then we do like a limited hospital plan along with dental, and then 90 degree benefits does like a limited medical plan as well. Um, but, um, I can look it up and see if if we've got them in the system. What was that first name?
[CUSTOMER][NEUTRAL] First name is spelled [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and that was [PII]. Is that right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I'm not pulling them up on our system, so it must be with 90 degree. Um, do you want me to transfer you over there or I can give you their number?
[CUSTOMER][NEUTRAL] Um, yes, can you give me the number and transfer me please?
[AGENT][POSITIVE] Yeah, absolutely. Um, their number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. That's the number I called. Um, do you know what option I would select for medical?
[AGENT][NEUTRAL] Uh, do option 0. Just, yeah, just hit 0 and that should get you to the right department.
[CUSTOMER][NEUTRAL] Um, for this claim.
[CUSTOMER][NEUTRAL] OK. That's what I did before, but I'll try again.
[AGENT][NEUTRAL] OK, sorry about that. Yeah, I don't have them in our system, so thank you. Hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you for your help.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.