AccountId: 011433970860
ContactId: 0eb1960b-12f5-484b-8191-5cefe6feb53e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225309 ms
Total Talk Time (AGENT): 75922 ms
Total Talk Time (CUSTOMER): 63333 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/0eb1960b-12f5-484b-8191-5cefe6feb53e_20250224T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, hello. Um, my name is [PII]. I'm calling to check on our claims.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. May I please get your call back number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh, Paris Medical Center.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] And uh which which one is it?
[AGENT][NEUTRAL] Um, my name is [PII], it's [PII]
[AGENT][NEUTRAL] And then what is your callback number, [PII]?
[CUSTOMER][POSITIVE] Oh, OK, thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[CUSTOMER][NEUTRAL] And policy number will be D as in Delta 437.
[CUSTOMER][NEUTRAL] 322-71.
[AGENT][NEUTRAL] OK, and do you have [PII]'s, um,
[AGENT][NEUTRAL] The spelling of the last name, it's [PII]
[CUSTOMER][POSITIVE] Yes, yes, that's right.
[AGENT][NEUTRAL] OK, and do you have his social security number?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] I'm sorry can you repeat that social security number for me one more time?
[CUSTOMER][NEUTRAL] Oh, you need the whole number?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[AGENT][NEUTRAL] OK, let me look him up real quick.
[AGENT][NEUTRAL] OK, is this a medical claim or is it a dental claim?
[CUSTOMER][NEUTRAL] Uh, medical.
[AGENT][NEUTRAL] OK, I'm gonna need to transfer you on over to IMA I don't show any medical.
[AGENT][NEUTRAL] Policies for [PII]. Um, it's going to be a brief hold while I transfer you on over. Let me give you that phone number just in case the call is disconnected.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you would choose option one.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're very welcome. You have a great day and thank you for calling APL. It's gonna be a brief hold while I transfer you over.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for