AccountId: 011433970860
ContactId: 2a92fe90-5d05-44d6-9f77-5885c9b5cfc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66080 ms
Total Talk Time (AGENT): 28784 ms
Total Talk Time (CUSTOMER): 27069 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/2a92fe90-5d05-44d6-9f77-5885c9b5cfc8_20250129T14:02_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. How are you?
[AGENT][NEUTRAL] I'm fine. How are you? How can I help you today?
[CUSTOMER][POSITIVE] I'm also good. Thanks for asking. Myself, [PII]. I'm calling from provider's office.
[AGENT][NEUTRAL] And how can I help you?
[CUSTOMER][NEUTRAL] Yeah, actually, I'm looking for the claim status.
[AGENT][NEUTRAL] OK, I can help you if I can get the policy number.
[CUSTOMER][NEUTRAL] Yeah, sure. It's
[CUSTOMER][NEUTRAL] 645-556
[AGENT][NEUTRAL] OK, that's not our policy number, that's a payer ID number. I think I just spoke with you and transferred you to 90 Degrees. Their option is 1, and you're, you're selecting option 2, they're option 1.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK, OK. That was my mistake from my side. OK. OK. So you can transfer it.
[AGENT][NEUTRAL] Do you want me to transfer you back over there? OK.
[CUSTOMER][NEUTRAL] Yeah, sure. Kindly please transfer the call.
[AGENT][NEUTRAL] Anything else I can assist you with before transferring?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day in one moment.
[CUSTOMER][POSITIVE] Thank you for calling IMA. Thank you for calling 9.