AccountId: 011433970860
ContactId: 24c1be3b-f919-4a4f-98e5-6558313fb181
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93959 ms
Total Talk Time (AGENT): 50778 ms
Total Talk Time (CUSTOMER): 27918 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/24c1be3b-f919-4a4f-98e5-6558313fb181_20250212T17:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] Good. I'm, I'm calling for claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number, please.
[CUSTOMER][NEUTRAL] D43301881
[AGENT][NEUTRAL] OK, [PII], I'm gonna need to transfer you now on over to IMA. I'm gonna give you that phone number in case it's disconnected during the transfer you'll have it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The phone number is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then you would choose option one.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Option one.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, it's gonna be a brief hold. I hope you have a good rest of your day and we thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you. Have a good one.
[AGENT][POSITIVE] Mhm. You're welcome. You too. Bye-bye, [PII].
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.