AccountId: 011433970860
ContactId: 8dbaefd1-2e46-48c0-851b-392f8d065ef7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121550 ms
Total Talk Time (AGENT): 48241 ms
Total Talk Time (CUSTOMER): 63696 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/8dbaefd1-2e46-48c0-851b-392f8d065ef7_20250305T18:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from Southern Dermatology. I'm calling from provider's office. Um, I have a question regarding the claim status for one member, and I really hope that you can help me with that.
[AGENT][NEUTRAL] Uh yes ma'am, I can help you with claim status, Ms. [PII]. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Of course. It's [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh it's uh [PII]. Uh it's with an [PII], [PII] Uh and the number, uh sorry, date of birth is uh uh [PII].
[CUSTOMER][NEUTRAL] And member ID is D for Delta 43732456.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold. I'll need to transfer you on over to IMA so that they can help you with that claim status. um, let me give you that phone number just in case the call is disconnected that way you have it.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is [PII] and once the phone picks up you'll choose option one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][POSITIVE] You're very welcome. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] It's gonna be a brief hold.
[CUSTOMER][NEUTRAL] OK, thank you. Thank you for calling 90 Degree Benefits, the ads. All agents are currently assisting other callers.