AccountId: 011433970860
ContactId: 7c53a2d3-d525-4848-96b9-a7a58e524419
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129419 ms
Total Talk Time (AGENT): 48330 ms
Total Talk Time (CUSTOMER): 63166 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/7c53a2d3-d525-4848-96b9-a7a58e524419_20250618T22:47_UTC.wav
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[AGENT][POSITIVE] Thank you for calling A. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII] calling from provider's office to check the claims status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Can I please get your callback number and the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yes, it's [PII]. That's for Summit Radiology services.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, yes.
[CUSTOMER][NEUTRAL] first name, it's [PII]. It's [PII] and last name is [PII]. It's [PII] Date of birth [PII].
[AGENT][NEUTRAL] And what is her policy number, please?
[CUSTOMER][NEUTRAL] Oh yeah. It's D like Delta 43732467.
[AGENT][NEUTRAL] OK, alright, [PII], I'm gonna need to transfer you on over now to 90 Degree Benefits so that they can help you further with that claim. I'm gonna give you the phone number just in case the call is dropped along the way. Are you ready to take it?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK. Mm yes.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII] and you would choose option one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm sure.
[AGENT][POSITIVE] OK, well, I'm gonna transfer you now. You have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you for