AccountId: 011433970860
ContactId: 8643aef2-6eae-43e9-9f7c-87ff606f8ea7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131899 ms
Total Talk Time (AGENT): 52773 ms
Total Talk Time (CUSTOMER): 32589 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/8643aef2-6eae-43e9-9f7c-87ff606f8ea7_20250326T15:25_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Yeah, hi, very good morning. This is [PII] calling from provider's office.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm looking for a claim status.
[AGENT][POSITIVE] Hi, [PII]. How can I help you today?
[AGENT][NEUTRAL] OK, so you have one claim that you're needing to check status on it.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Did you say that you have one claim?
[AGENT][NEUTRAL] To check status on.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, would you repeat your phone number one more time for me, please? [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And then you said the [PII]. Is that also correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And [PII], what is the patient's policy number?
[CUSTOMER][NEUTRAL] It is starting with D like Delta 43,302,090.
[AGENT][NEUTRAL] OK, now [PII], thank you, but that is not an APO policy number it's for 90 degree benefits. Do you have the APO policy number or were you trying to reach 90 degree benefits?
[CUSTOMER][NEUTRAL] Um, as I can see on the member ID card, I was, I got the same, uh, contact number and also there is a name of, uh, 90 Degree benefits.
[AGENT][NEUTRAL] OK, so did you call [PII]?