AccountId: 011433970860
ContactId: 359f6659-6e74-4491-85fd-5e6ead11af0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176600 ms
Total Talk Time (AGENT): 67550 ms
Total Talk Time (CUSTOMER): 56264 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/359f6659-6e74-4491-85fd-5e6ead11af0d_20250521T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] This is [PII] calling from provider's office. How are you doing today?
[AGENT][POSITIVE] I'm doing well, [PII], how are you doing today?
[CUSTOMER][NEUTRAL] Yes, good. Uh, can you help me with regarding the claims?
[AGENT][NEUTRAL] Yes, I can help you with claim status. May I please get your callback number, sir?
[CUSTOMER][NEUTRAL] Uh yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure. The patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, and then what is the policy number of the patient, please?
[CUSTOMER][NEUTRAL] Uh, the D 43,730,860.
[AGENT][NEUTRAL] OK, and do you have [PII], can you spell the member's first and last name for me?
[CUSTOMER][NEUTRAL] OK. It is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if I can find the member by their name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, first name is spelled [PII]
[CUSTOMER][POSITIVE] Correct. [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][NEUTRAL] OK, I'm not able to find that member, but when you gave me the policy number, the policy number started with a D, so that tells me that you need to talk to IMA uh 90 Degree Benefits, which I have their phone number. I'm gonna transfer you over. Let me give you the number just in case the call is disconnected during the transfer.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, please.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, please transfer, please.
[CUSTOMER][NEUTRAL] Uh sorry, can you tell me?
[AGENT][NEUTRAL] OK, do you want the phone number?
[AGENT][POSITIVE] OK, I will transfer you now thank you for calling APS.
[CUSTOMER][NEUTRAL] Uh, can you connect with direct?