AccountId: 011433970860
ContactId: 2de55f7f-b4ba-497c-86be-0aa69abd59e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102379 ms
Total Talk Time (AGENT): 42799 ms
Total Talk Time (CUSTOMER): 38487 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/2de55f7f-b4ba-497c-86be-0aa69abd59e4_20250324T21:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey hi [PII] this is [PII] from [PII].
[AGENT][POSITIVE] Hi, [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, I'm checking for claims.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your callback number, sir, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Oh yeah, sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes. Policy number is D Delta 47902008.
[CUSTOMER][NEUTRAL] And the patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, [PII], I'm gonna need to transfer you now over to IMA now so that they can get that claim information for you. It's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] Uh, yeah, before that, may I have their phone number, please?
[AGENT][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, and is there any specific options to?
[AGENT][NEUTRAL] Option one
[CUSTOMER][NEUTRAL] OK, info provider line.
[CUSTOMER][POSITIVE] Mhm awesome.
[AGENT][NEUTRAL] OK, it's gonna be a brief hold up. You're very welcome. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, [PII]. Mhm.
[CUSTOMER][POSITIVE] Mhm thank you.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degrees. If you would like.