AccountId: 011433970860
ContactId: 90ba4a3b-fda0-495a-82eb-6fecadf28c76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108839 ms
Total Talk Time (AGENT): 49447 ms
Total Talk Time (CUSTOMER): 34848 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/90ba4a3b-fda0-495a-82eb-6fecadf28c76_20250331T20:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I?
[CUSTOMER][NEUTRAL] Uh yeah. Hi, this is [PII] calling from provider service.
[AGENT][NEUTRAL] Hi, [PII].
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, I need to check uh one claims denial reason.
[AGENT][NEUTRAL] OK. Can I please get your callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. OK, so we're looking for claim status and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, the patient name is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what's the patient's policy number, please?
[CUSTOMER][NEUTRAL] It's uh D for Delta, 437.
[CUSTOMER][NEUTRAL] 30454.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I transfer you on over to uh uh 90 Degree Benefits. I'm gonna give you that number.
[AGENT][NEUTRAL] It is 18.
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] It's 1-800
[AGENT][NEUTRAL] 8334296.
[AGENT][NEUTRAL] So it's gonna be a brief hold. I'm gonna transfer you on over now so that you can get that claim status.
[AGENT][NEUTRAL] Is there anything else I can help you with [PII] before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh no, ma'am. No, ma'am. Uh, that's it for today. I need the status of the claim.
[AGENT][POSITIVE] OK, thank you, sir. You have a good day and thanks for calling APL. Bye-bye.