AccountId: 011433970860
ContactId: b2c7c0f2-cc93-4dc6-bc98-e21733614c18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110919 ms
Total Talk Time (AGENT): 26817 ms
Total Talk Time (CUSTOMER): 33393 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/b2c7c0f2-cc93-4dc6-bc98-e21733614c18_20250501T17:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi [PII], I'm [PII] calling from provider's office to check on a claim status. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I can help you with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The policy number is D as in Delta 43732467.
[AGENT][NEUTRAL] OK, um, that policy number, um, IMA is the one who can help you with information. Do you want me to transfer you over there?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] IMA is the is the company that can help with the policy number you provided. It's a different company, it's not through us. Do you want me to transfer you to IMA?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.