AccountId: 011433970860
ContactId: b1c9012f-a28c-4286-8ed8-716c750d042c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123739 ms
Total Talk Time (AGENT): 52681 ms
Total Talk Time (CUSTOMER): 47779 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/b1c9012f-a28c-4286-8ed8-716c750d042c_20250430T18:14_UTC.wav
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[CUSTOMER][NEUTRAL] But
[AGENT][POSITIVE] Thank you for calling APS
[AGENT][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Who.
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII], and I was calling in from Ohio Health Physicians Group, and I was actually checking with regards to claims.
[AGENT][NEUTRAL] OK, I can help you with a claim, [PII], and then may I please get your callback number, sir, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh yes, please. That's [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the
[AGENT][NEUTRAL] Patient's name, date of birth, and policy number.
[CUSTOMER][NEUTRAL] Yes, please. I have the member's name here as uh [PII], the first name and the last name is spelled as [PII].
[CUSTOMER][NEUTRAL] And uh I showed the uh policy number as D as in David 433.
[CUSTOMER][NEUTRAL] 01848.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK [PII], I'm gonna need to go ahead and transfer you now on over to IMA so you can get the claim information on um [PII]. I'm gonna give you that phone number just in case the call is disconnected uh the phone number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All righty. Thank you so much for that.
[AGENT][POSITIVE] You're very welcome and it's gonna be a brief hold while I transfer you on over. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] Bye-bye [PII].
[CUSTOMER][POSITIVE] Wish you the same. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mm bye bye.
[CUSTOMER][POSITIVE] Thank you for