AccountId: 011433970860
ContactId: b3a8a205-6431-440b-8148-2598eed0f2e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152300 ms
Total Talk Time (AGENT): 60680 ms
Total Talk Time (CUSTOMER): 58559 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/b3a8a205-6431-440b-8148-2598eed0f2e5_20250103T16:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. My name is [PII] and I'm calling you from provider office.
[AGENT][NEUTRAL] Hi, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] I'm doing good. How about you?
[AGENT][POSITIVE] I'm doing awesome uh [PII], can I get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, the callback number is [PII].
[AGENT][POSITIVE] OK, thank you and then how can I help you today?
[CUSTOMER][NEUTRAL] Uh, I have a claim and, uh, these, uh, uh, I have a few questions about the claim, so can you please help me out for the solution of the claim?
[AGENT][NEUTRAL] OK, I can help you, [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, the patient name is uh this [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then what is [PII]'s uh date of birth?
[CUSTOMER][NEUTRAL] Yeah, the date of birth is [PII].
[AGENT][NEUTRAL] OK, and patient's policy number?
[CUSTOMER][NEUTRAL] Allow me a moment.
[CUSTOMER][NEUTRAL] Yeah, it's uh D as in Delta 43301717.
[AGENT][NEUTRAL] OK [PII], I'm going to need to transfer you now on over to IMA so that they can help you with that claim status so it's gonna be a brief hold while I transfer you over. Let me give you the phone number just in case the call is disconnected that way you can call them yourself if if it gets dropped.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you would choose option one.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. It's gonna be a brief hold, [PII]. I'm gonna get you on over there. You, thank you for calling APL.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you for calling all agents are currently assisting.