AccountId: 011433970860
ContactId: 1d607652-4332-4fc9-8f98-18fe18dbd188
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111580 ms
Total Talk Time (AGENT): 29870 ms
Total Talk Time (CUSTOMER): 30489 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/1d607652-4332-4fc9-8f98-18fe18dbd188_20250617T16:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm not sure if I dialed the correct number. I'm calling from UC physicians following up on a medical claim on a member.
[AGENT][NEUTRAL] OK, sure. I can help you with claim status. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII], [PII].
[AGENT][POSITIVE] OK, thank you, [PII].
[AGENT][NEUTRAL] And then do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I'm showing uh ID number D47683163.
[AGENT][NEUTRAL] Um, that number is with 90 degree benefits, but we do do some of their policies. Um, do you have the last name of the patient I can try?
[CUSTOMER][NEUTRAL] Uh last name is [PII]
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Well, I'm not pulling them up in our system, so that must be with 90 degree. Do you want me to transfer you over to them and they can um check on claim status?
[CUSTOMER][POSITIVE] That'd be great thank you.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree.