AccountId: 011433970860
ContactId: 9fc2a340-e336-43f9-831f-d6d993cc7d25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143339 ms
Total Talk Time (AGENT): 53333 ms
Total Talk Time (CUSTOMER): 47435 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/9fc2a340-e336-43f9-831f-d6d993cc7d25_20250407T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling this is [PII]. How may I?
[CUSTOMER][NEUTRAL] Hi, [PII], I'm [PII], and I'm calling from provider's office to check on the status of a claim.
[CUSTOMER][NEUTRAL] Sorry, can you hear me?
[AGENT][NEUTRAL] This is, yes, I can hear you.
[AGENT][POSITIVE] How may I help you today?
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] Let me get your callback number real quick and your name just in case the.
[CUSTOMER][NEUTRAL] So I'm looking for a
[AGENT][NEGATIVE] Phone disconnects.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII] and my callback number is [PII] and it's a direct line.
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] So, I'm looking for a general status of a claim.
[AGENT][NEUTRAL] OK, I can help you with the claim. Can I please get the patient's name, date of birth, and policy?
[CUSTOMER][NEUTRAL] Yeah, patient name is [PII], and her date of birth is [PII].
[CUSTOMER][NEUTRAL] And the member ID for her is D as in David, 437-03856.
[AGENT][NEUTRAL] OK, alright, Ms. [PII], I'm gonna need to transfer you on over to uh 360 Benefits. I'm gonna give you that phone number just in case the call gets disconnected.
[AGENT][NEUTRAL] Are you ready for it?
[CUSTOMER][NEUTRAL] Yeah, may I get that, please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh, thank you so much for that. And is it possible to connect me internally?
[AGENT][POSITIVE] Yes, I'm gonna connect you go ahead and connect you now so you can get that claim information. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Bye-bye, Miss [PII].