AccountId: 011433970860
ContactId: 3fea6b0b-eb8e-4d8a-91ab-fa8b735db9a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157679 ms
Total Talk Time (AGENT): 24716 ms
Total Talk Time (CUSTOMER): 36369 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/3fea6b0b-eb8e-4d8a-91ab-fa8b735db9a7_20250527T14:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from the provider's office to check the claim status.
[AGENT][NEUTRAL] Hey [PII], can you a claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Oh, why not? It's [PII] and it's a direct line.
[AGENT][NEUTRAL] You have the policy number for the patient?
[CUSTOMER][NEUTRAL] D. Delta 454-02042.
[AGENT][NEUTRAL] Um, do you have any other policy numbers? That one's for 90 Degree benefits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And look it up by last name.
[CUSTOMER][NEUTRAL] Uh yeah, I do have the last name which is [PII].
[AGENT][NEUTRAL] Uh first name?
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] Um, I'm not pulling up that name. Um, that member number you gave me goes to 90 degree benefits. Do you want me to transfer you over there?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, hold on one.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.