AccountId: 011433970860
ContactId: 290a8f97-53e5-4839-b7cd-0e70b1ae0334
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90519 ms
Total Talk Time (AGENT): 25581 ms
Total Talk Time (CUSTOMER): 42196 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/290a8f97-53e5-4839-b7cd-0e70b1ae0334_20250228T20:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling in regards to a medical claim.
[AGENT][NEUTRAL] OK [PII], I can help you with the claim. Can I please get your callback number?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure. Uh patient's first name is [PII]. Last name is [PII], [PII] For the date, date of birth, that is [PII]. Uh I do, uh I have the 90 degrees the member ID. I don't have the uh other member ID actually. This one starts with D as Delta 43,301,990.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold and transfer you now on over to IMA [PII] and they should be able to assist you further from there.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.