AccountId: 011433970860
ContactId: a2bc4426-b5a2-404b-89fe-e27ab6832568
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104510 ms
Total Talk Time (AGENT): 39350 ms
Total Talk Time (CUSTOMER): 35970 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/a2bc4426-b5a2-404b-89fe-e27ab6832568_20250324T20:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] from Cox Health calling for claims.
[AGENT][NEUTRAL] OK, [PII], I can help you with claims, sir. Can I get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Oh sure.
[CUSTOMER][NEUTRAL] Uh, it's [PII] and her date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is going to be one quick moment here.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Mhm thank you.
[CUSTOMER][NEUTRAL] It is D as in Delta.
[CUSTOMER][NEUTRAL] 479-020-08
[AGENT][NEUTRAL] OK, alright, [PII], I'm gonna need to put you on a quick hold because I need to transfer you now on over to IMA so that they can pull that claim up for you.
[AGENT][NEUTRAL] It's gonna be a brief hold while I transfer you on over. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, that's it for the day. Can I get your name?
[AGENT][NEUTRAL] Yes, my name is [PII]
[CUSTOMER][POSITIVE] Awesome great [PII] thank you.
[AGENT][POSITIVE] Uh, you're very welcome. You have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.