AccountId: 011433970860
ContactId: b7c82ea4-c263-4e86-91f4-64bded645a38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83319 ms
Total Talk Time (AGENT): 36301 ms
Total Talk Time (CUSTOMER): 33005 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/b7c82ea4-c263-4e86-91f4-64bded645a38_20250326T16:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. My name is [PII] and I'm calling from provider's office to for uh claim inquiry.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Can I please get your callback number, sir?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and it's a direct line no extensions.
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. The patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[CUSTOMER][NEUTRAL] And the member's ID is D as in Delta 43,510,820.
[AGENT][NEUTRAL] OK, [PII], I'm going to put you on a brief hold and transfer you on over to IMA. It's gonna be a brief hold while I transfer you so you can get that claim status.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, the number that I'm transferring you to is 1800.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] 8334296
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you [PII]. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank