AccountId: 011433970860
ContactId: 9aa8e516-fbb3-4fb3-9070-e620b388e183
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159199 ms
Total Talk Time (AGENT): 71939 ms
Total Talk Time (CUSTOMER): 57509 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/9aa8e516-fbb3-4fb3-9070-e620b388e183_20250505T21:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling.
[AGENT][NEUTRAL] PL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from GI Diagnostics. I'm needing status on a claim we submitted for payment.
[AGENT][NEUTRAL] OK Ms. [PII], I can help you with claim status, um, and then what is your uh callback number just in case our call is disconnected, ma'am.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Sure, my callback number is area code [PII].
[AGENT][NEUTRAL] Thank you. And then can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the patient name is [PII]. Date of birth is [PII]. Policy number is A as in apple, 20305632.
[AGENT][NEUTRAL] OK, do you have
[AGENT][NEUTRAL] Yeah, a different policy number because that's not one of APL's policy numbers.
[CUSTOMER][NEUTRAL] Um, is this, did I call 90 Degree Benefits?
[AGENT][NEUTRAL] No ma'am, but I can transfer you to them.
[CUSTOMER][POSITIVE] Oh thank you so much. I appreciate it.
[AGENT][POSITIVE] Oh you're welcome. No, it's no problem at all and let me give you their number just in case the call is disconnected during the transfer that way you'll have it.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's the number I dialed. Is there a certain option? because I chose the.
[CUSTOMER][NEUTRAL] Hospital inde indemnity plan?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] That is um.
[AGENT][NEUTRAL] That's, that's a good number, and you may want to try option one.
[CUSTOMER][NEUTRAL] I'm not sure what happened but.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. So it's gonna be a quick hold. You're so welcome. It's gonna be a brief hold while I get you on over there. Is there anything else I can help you with, Ms. [PII], before we go?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] You're welcome you have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Um, you're welcome. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you for calling