AccountId: 011433970860
ContactId: 0b3aed03-9ffe-431e-bec7-00f19938b25a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200820 ms
Total Talk Time (AGENT): 69029 ms
Total Talk Time (CUSTOMER): 62556 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/0b3aed03-9ffe-431e-bec7-00f19938b25a_20250403T21:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, I'm [PII] here from the provider's office for claim status.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status. May I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Sure. It's [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, and you're calling from which facility for annotation? What's the name of the facility?
[CUSTOMER][NEUTRAL] Community Medical Associates.
[AGENT][NEUTRAL] Alright, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] D as in Delta, 42026474.
[AGENT][NEUTRAL] Do you see the policy certificate number? It's gonna start with a 0 followed by 7 digits. That's gonna be our number.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It starts with the letter D as in Delta.
[AGENT][NEUTRAL] Um, do you see any other numbers that it's not that one. That one is for IMA.
[CUSTOMER][NEUTRAL] Yeah, actually it's for IMA.
[AGENT][NEUTRAL] OK, um, are you trying to get in contact with IMA or do you think we have your claim?
[CUSTOMER][NEUTRAL] Mm, I think I need to call IMA.
[AGENT][NEUTRAL] OK, so you want me to transfer you over to IMA?
[CUSTOMER][NEUTRAL] Yes, please, before that may I get their direct contact number.
[AGENT][NEUTRAL] Mhm. Sure, yes. Let me go ahead and get that for you. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, so the number to IMA is going to be [PII] option one.
[CUSTOMER][POSITIVE] Thank you. What's your name, please?
[AGENT][NEUTRAL] OK. You're welcome. My name is [PII]. Let me go ahead and transfer you. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][POSITIVE] Nope, sir. I really appreciate it. Have a good day.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] You as well thank you for calling APL. One moment while I transfer.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. If you would like to participate in a quick survey after the call to rate your service with us, please press 1. Press 2 if no.
[CUSTOMER][NEUTRAL] All agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remain on the line, and we will be with you shortly.