AccountId: 011433970860
ContactId: a6fc3635-674a-43a9-968d-5e78e7d9ff65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110080 ms
Total Talk Time (AGENT): 51520 ms
Total Talk Time (CUSTOMER): 31363 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/a6fc3635-674a-43a9-968d-5e78e7d9ff65_20250522T14:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, I'm calling on a client.
[AGENT][NEUTRAL] OK, I can help you with the claim. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Uh yes, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, the date, uh, it is [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII]. Policy number is D as in Delta 43732467.
[AGENT][NEUTRAL] OK Ms. [PII], gonna need to transfer you on over to IMA 90 degree Benefits so that they can help you with the claim information. Let me give you that phone number, ma'am, just in case the call is disconnected during the transfer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You just let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. It's gonna be a brief hold while I transfer you, Miss [PII]. You have a wonderful Memorial Day weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefit