AccountId: 011433970860
ContactId: b6274677-3095-4bff-948f-31d495615ab5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134610 ms
Total Talk Time (AGENT): 63638 ms
Total Talk Time (CUSTOMER): 44509 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/b6274677-3095-4bff-948f-31d495615ab5_20250213T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need claim status please.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], are you with a provider or are you the insured?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] OK, and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. uh, do you have the policy number?
[CUSTOMER][NEUTRAL] It is D463-07135.
[AGENT][NEUTRAL] OK, so that's actually not one of our policy numbers, [PII] that is through they're called uh 90 Degrees. Um, I could search for them using their social if you've got that.
[CUSTOMER][NEUTRAL] OK so
[CUSTOMER][NEUTRAL] What do you have as patients?
[CUSTOMER][NEUTRAL] Uh, let's see what is it, it's [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And what was the name for the patient?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, well, I did not get a result with that, uh, social so that claim might have been filed through 90 Degrees. Uh, if you'd like I can give you their information and transfer you to them.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, I've got their phone number whenever you're ready.
[CUSTOMER][POSITIVE] Yes ma'am, I'm ready.
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What diagnosis, what, what would you but even yet.
[AGENT][NEUTRAL] [PII] and if you call that it would be option 1.
[CUSTOMER][NEUTRAL] OK, because that's what I did call it those, those, those options are confusing to me, OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes they are, and one of them sends you out to us so.
[AGENT][NEUTRAL] Um, alrighty, did you want me to go ahead and transfer you now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please, ma'am.
[AGENT][NEUTRAL] OK, I'm just gonna put you on hold while I get them on the line. Hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling