AccountId: 011433970860
ContactId: 08b4bbd8-510d-4c70-9c9f-f2319d819a49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99400 ms
Total Talk Time (AGENT): 53660 ms
Total Talk Time (CUSTOMER): 29765 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/08b4bbd8-510d-4c70-9c9f-f2319d819a49_20250603T20:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm [PII] and my last name is [PII] and [PII] calling from provider's office. I'm here to verify the claim status, so could you please verify and tell me the claim status.
[AGENT][NEUTRAL] OK. OK, [PII], do you only have one claim that you're needing status for? Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The Member policy is D as in Delta 476.
[CUSTOMER][NEUTRAL] 79651.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not an APO policy number. That is an IMA or 90 degree benefit number. Do you have a copy of the member's card?
[CUSTOMER][POSITIVE] Yes, that is uh 90 degrees benefits. This is, this is one, this.
[AGENT][NEUTRAL] OK, so you were trying to reach 90 degree benefits?
[CUSTOMER][NEUTRAL] 90 degree
[AGENT][NEUTRAL] OK, so the phone number that she called, was it [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that is the correct phone number, [PII]. However, it is option one for 90 degree benefits, but I'll be happy to connect you. But if for any reason we get disconnected, um, just call that same number back and again select option one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah, please go ahead.
[AGENT][NEUTRAL] Can I help you with anything else before I connect you?