AccountId: 011433970860
ContactId: 47c734ed-1af3-4e23-aca3-7e96995b72cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134100 ms
Total Talk Time (AGENT): 46692 ms
Total Talk Time (CUSTOMER): 43450 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/47c734ed-1af3-4e23-aca3-7e96995b72cb_20250130T15:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi [PII] I'm calling to review a claim status.
[AGENT][NEUTRAL] OK, I can help you with status. Can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] My name is [PII], last initial [PII].
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][POSITIVE] Thank you so much and what is the patient's name Miss [PII]?
[CUSTOMER][NEUTRAL] Um, I believe they're in your system as [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And policy number please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, I didn't hear your next question. I'm sorry.
[AGENT][NEUTRAL] And what is [PII]'s policy number?
[AGENT][NEUTRAL] That's OK. What is his policy number?
[CUSTOMER][NEUTRAL] Oh, let's see, I have D43301981.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm going to need to transfer you on over to IMA.
[AGENT][POSITIVE] And I'm gonna give you that phone number just in case the call gets dropped along the way.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK, that is what I called. I must have hit the wrong button.
[AGENT][POSITIVE] And I'll go ahead and transfer you now.
[AGENT][POSITIVE] Yes ma'am, that's OK. Alright, thank you so much for calling APL a great rest of your day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits.