AccountId: 011433970860
ContactId: b8730d16-487c-4bd4-92e3-6f61c3527133
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158759 ms
Total Talk Time (AGENT): 57310 ms
Total Talk Time (CUSTOMER): 88578 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/b8730d16-487c-4bd4-92e3-6f61c3527133_20250317T16:21_UTC.wav
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[CUSTOMER][NEUTRAL] they've been they've been paid.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling on behalf of Montefiore Medical Center. I was calling to check status of a claim. Can you give me one second, my dear?
[CUSTOMER][NEUTRAL] Just one minute.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] They have to send it back to tell you which one it is because it could be from a different provider. Yeah. Mhm.
[CUSTOMER][NEUTRAL] Go in here.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, that's Metro Plus. I'm sorry, [PII], I just, my name is [PII] and I was calling on behalf of Montefiore Medical Center. I was calling to check status of a claim for one of our patients. I apologize.
[AGENT][NEUTRAL] That's OK. Um, Ms. [PII], what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure, the policy number that I have, Ms. Try, it is.
[CUSTOMER][NEUTRAL] If my system will work.
[CUSTOMER][NEUTRAL] OK, it's, it's D for Delta, 45400864.
[AGENT][POSITIVE] OK thank you so much and then can you give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, sweetie, [PII] and my name is [PII]. Last [PII] is [PII].
[AGENT][NEUTRAL] OK, thank you, um, [PII], I'm gonna need to transfer you on over to IMA. I'm gonna give you that phone number just in case the call gets dropped along the way, that way you have it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and it's gonna be a brief hold while I transfer you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, you said I, you transferred to the IMS, right?
[AGENT][POSITIVE] All right well you have a wonderful day.
[AGENT][NEUTRAL] I M A.
[CUSTOMER][POSITIVE] Oh, IMA. OK, thank you.
[AGENT][POSITIVE] Yes ma'am, you're very welcome you have a wonderful day and thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. If you would like to.