AccountId: 011433970860
ContactId: 85bc7512-6215-4276-b950-fa279548cb03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155679 ms
Total Talk Time (AGENT): 63139 ms
Total Talk Time (CUSTOMER): 56794 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/85bc7512-6215-4276-b950-fa279548cb03_20250409T20:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello ma'am, good afternoon. Uh, my name is [PII]. First letter of my last name is [PII], and I'm calling for a claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status, sir. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII] number [PII] [PII].
[AGENT][NEUTRAL] OK, and that was [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes. Yes, that is correct.
[AGENT][NEUTRAL] And then what was, what was your extension one?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] 2
[AGENT][POSITIVE] Thank you I appreciate that and then what uh.
[AGENT][NEUTRAL] The patient's name, date of birth, and policy number.
[CUSTOMER][NEUTRAL] Uh, policy number that I have is
[CUSTOMER][NEUTRAL] One second. Oh.
[CUSTOMER][NEUTRAL] 01 moment.
[AGENT][POSITIVE] Yes sir, take your time.
[CUSTOMER][POSITIVE] Thank you. Um, it's Delta.
[CUSTOMER][NEUTRAL] 476
[CUSTOMER][NEUTRAL] 91144 uh for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, what I'm gonna need to do, Rod is transfer you now on over to IMA so that they can further assist with your claim. I'm going to give you that phone number just in case the call is disconnected during the transfer.
[AGENT][NEUTRAL] You just let me know when you're ready for it.
[CUSTOMER][NEUTRAL] OK. What's the phone number?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Yes, I'm worthy.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, so it's gonna be a quick hold while I transfer you over.
[CUSTOMER][NEUTRAL] And uh this is for IMD?
[AGENT][NEUTRAL] IMA.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, it's gonna be a quick hold. I'm gonna go ahead and transfer you now. We appreciate you calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you for calling