AccountId: 011433970860
ContactId: 38aa3b4d-4bdb-4b5c-820c-2ce57316a202
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100040 ms
Total Talk Time (AGENT): 40747 ms
Total Talk Time (CUSTOMER): 31260 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/38aa3b4d-4bdb-4b5c-820c-2ce57316a202_20250103T21:32_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office with a claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your callback number just in case your call our call is disconnected?
[CUSTOMER][NEUTRAL] Sure. That is [PII] and that's a direct line.
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Members's first name is uh [PII] and last name is [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And her policy number?
[CUSTOMER][NEUTRAL] That is D as in Delta 46400642.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm going to transfer you now on over to IMA. I'm gonna give you that phone number. It is [PII].
[AGENT][NEUTRAL] [PII] and you would choose option one it's gonna be a brief hold while I transfer you over.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. Thank you for that.
[AGENT][POSITIVE] Thank.
[AGENT][POSITIVE] You're welcome and thank you for calling APL.
[CUSTOMER][NEUTRAL] Thank you for calling IMA, a 90 Degree Benefits Company. The administrator.