AccountId: 011433970860
ContactId: 3d9742db-7656-40cd-88c6-954dc6c6d07f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172059 ms
Total Talk Time (AGENT): 35562 ms
Total Talk Time (CUSTOMER): 42173 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/3d9742db-7656-40cd-88c6-954dc6c6d07f_20250429T13:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from Advent Health to check on a claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] is a direct line.
[AGENT][NEUTRAL] OK, thank you. And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] It was D as in Delta 46001308.
[AGENT][NEUTRAL] And the last name?
[CUSTOMER][NEUTRAL] Uh, the patient's last name was [PII].
[AGENT][NEUTRAL] Um, do you have the group number?
[CUSTOMER][NEUTRAL] I'll take for that one.
[CUSTOMER][NEUTRAL] Uh, no, I don't have the number.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'll check just a moment.
[AGENT][NEUTRAL] That's M E N D O Z A. Is that right?
[CUSTOMER][NEUTRAL] Yes, it was [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was the first name?
[CUSTOMER][NEUTRAL] Uh, the first name was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not pulling them up in our system, but the policy number you gave me originally goes to a different um number.
[AGENT][NEUTRAL] Uh, it's through IMA. Um, I can transfer you over there, and they should be able to help you with claim status.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you want me to transfer you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for calling IMA and