AccountId: 011433970860
ContactId: 7510cdc8-d433-4df8-9333-15f63a9b8712
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187020 ms
Total Talk Time (AGENT): 91159 ms
Total Talk Time (CUSTOMER): 73810 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/7510cdc8-d433-4df8-9333-15f63a9b8712_20250210T19:24_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm calling from Magnolia Regional Health Center and I'm just needing to check on the status of a claim.
[AGENT][NEUTRAL] Sure, I could check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, it is D 476-818-50.
[AGENT][NEUTRAL] OK, so that's actually not gonna be one of our policy numbers [PII]. That is through, um, they're called 90 Degrees. Um, did you want me to get you their information?
[CUSTOMER][POSITIVE] That would be awesome.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] It is a bit confusing as they're multi plans so sometimes we do overlap, but if that's the policy number you've got odds are you did file a claim through them let's see.
[AGENT][NEUTRAL] OK, I'll go ahead and give you the phone number and then I can transfer you to if you'd like.
[CUSTOMER][POSITIVE] OK, that would be phenomenal.
[AGENT][NEUTRAL] OK, are you ready for the number?
[CUSTOMER][NEUTRAL] I am, uh-huh.
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, that is the number I called, so I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You would select um option one.
[CUSTOMER][POSITIVE] Option one, OK, awesome. OK, no, that's OK.
[AGENT][NEUTRAL] Yes, I know it's a bit confusing. I'm sorry unless you know if you want to, if you want to, we can try to see if the client went to us while we're on the phone um do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] I do, I do. Let's see, it is uh.
[AGENT][NEUTRAL] OK, let's give it a check while we're on the phone just so you're not having to go back and forth.
[CUSTOMER][NEUTRAL] You got it, it's [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what was the name for the patient?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, well, I did not get a result with that social. Is it [PII]?
[CUSTOMER][NEUTRAL] [PII] and the first name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I don't have anyone with that name in our system. OK, so yeah, that's going to be through 90 degrees. a shot. All right, so did you want me to go ahead and transfer you to them?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That would be great. Thank you so much.
[AGENT][POSITIVE] OK, of course I'm just gonna put you on a hold while I get them on the line and thank you I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Awesome, thank you. You too, thanks. Bye bye. You are on hold.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree. All agents are currently assisting other callers. Please remain on the line and your