AccountId: 011433970860
ContactId: 1bd85644-a1e4-4935-a917-5c3633aefd5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95739 ms
Total Talk Time (AGENT): 30671 ms
Total Talk Time (CUSTOMER): 28968 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/1bd85644-a1e4-4935-a917-5c3633aefd5a_20250327T16:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] from doctor's office. So I may reach the mm claims department for multi plan.
[AGENT][NEUTRAL] OK, I can help you with the claim. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] So that's uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Your patient name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] You want the policy number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] It's D Delta 42028564.
[AGENT][NEUTRAL] OK [PII], I'm gonna put you on a brief hold while I transfer you now on over to IMA. Let me give you that phone number.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] It's gonna be a brief hold while I transfer you. You're very welcome.
[CUSTOMER][POSITIVE] Thank you.