AccountId: 011433970860
ContactId: 198af324-9979-4424-a64a-331d5378563c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178259 ms
Total Talk Time (AGENT): 60818 ms
Total Talk Time (CUSTOMER): 66852 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/198af324-9979-4424-a64a-331d5378563c_20250514T14:52_UTC.wav
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[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Good morning. Thanks for calling. This is. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from [PII] to check on claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you, [PII], and what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh sure. Policy is D as in Delta.
[CUSTOMER][NEUTRAL] 476
[CUSTOMER][NEUTRAL] 86819.
[AGENT][NEUTRAL] It's not sure, it's K E K E, last initial Q as in Quebec, and it's not one of our policy numbers. Do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Could you please spell your name?
[CUSTOMER][NEUTRAL] Uh, sure. The patient's name is [PII].
[AGENT][NEUTRAL] Uh, spell that first and last name for me, please.
[CUSTOMER][NEUTRAL] Sure. First name is uh [PII]
[CUSTOMER][NEUTRAL] [PII], and the last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh, sure. My callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] I don't show that patient has a policy with our company and going from the initial number you gave um.
[AGENT][NEUTRAL] It sounds like IMA and I can give you their phone number and they can verify benefits and or eligibility for you.
[AGENT][NEUTRAL] Or claim status. Uh, their phone number is [PII] option one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] [PII]. Thank you so much, [PII].
[AGENT][NEUTRAL] Yeah. Mhm. Uh, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] For assisting me.
[CUSTOMER][NEUTRAL] Um, just for the the clarification, if it is possible, can you please transfer the call to that department?
[AGENT][NEUTRAL] To that company? Sure. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. If you would like to participate in a