AccountId: 011433970860
ContactId: 063de933-1de9-4abf-8cbf-d9ad5f314bac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129380 ms
Total Talk Time (AGENT): 61101 ms
Total Talk Time (CUSTOMER): 46041 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/063de933-1de9-4abf-8cbf-d9ad5f314bac_20250519T14:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from Adventist Health billing office, um, just to check on the status of a couple of claims for a patient.
[AGENT][NEUTRAL] OK, [PII], so you have one patient that you're needing to check on 2 dates service for, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's date of birth I'm sorry, policy number please, [PII]?
[CUSTOMER][POSITIVE] Correct
[CUSTOMER][NEUTRAL] Yes, that would be.
[CUSTOMER][NEUTRAL] Um, D as in Delta 46801601.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is a 90 degree or IMA policy number. I am with APL. Does the member also have a policy with us?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I think I clicked the wrong option then.
[AGENT][NEUTRAL] OK. Are you needing to speak to 90 degrees? Is that who you were trying to reach?
[CUSTOMER][NEUTRAL] Yeah I think it was.
[AGENT][NEUTRAL] OK. And did you call [PII]?
[CUSTOMER][NEUTRAL] I did
[AGENT][NEUTRAL] OK, so I will be happy to connect you over, but on that number you need to select option one for 90 degree benefits.
[CUSTOMER][POSITIVE] Got it thank you. I haven't had enough coffee yet today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're OK. You are OK. Is there anything else that I could help you with before I transfer you?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] OK, well thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. If you would like to participate in a quick all agents are.