AccountId: 011433970860
ContactId: 49c60afb-7e1c-4a1c-89ae-55847618b4de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142880 ms
Total Talk Time (AGENT): 69561 ms
Total Talk Time (CUSTOMER): 51729 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/49c60afb-7e1c-4a1c-89ae-55847618b4de_20250422T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Community Medical Associates to check on a client status.
[AGENT][NEUTRAL] OK Miss [PII], I can help you with claim status. Can I please get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, policy number is D420263992. Name of the member is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you on a brief hold while I transfer you now on over to IMA. I am going to give you that phone number just in case the call is dropped, you'll have it.
[CUSTOMER][NEUTRAL] OK, but I have checked, but the card copy shows this, uh, this number, that's why I dialed you.
[AGENT][NEUTRAL] The number is
[AGENT][NEUTRAL] OK, um, do you see another number on that card be besides a policy number that starts with a D?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm, uh-huh, no, only this number I have.
[AGENT][NEUTRAL] OK, I will need to transfer you to IMA so that they can help you as far as the um claim process on this claim, this this insured. The number that I'm gonna transfer you to is 1-800.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 833
[AGENT][NEUTRAL] 4296.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's gonna be a brief hold while I transfer you over.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm sure.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator.