AccountId: 011433970860
ContactId: be702e32-5cb6-4f50-9b76-3917c6543982
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143940 ms
Total Talk Time (AGENT): 47394 ms
Total Talk Time (CUSTOMER): 66586 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/be702e32-5cb6-4f50-9b76-3917c6543982_20250501T22:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from provider's office. uh, to check on the claim status, could you please help me with it?
[AGENT][NEUTRAL] Yes, I can help you with claim status. Can I please get your callback number, Ms. [PII], in case our call is disconnected?
[CUSTOMER][NEUTRAL] Status
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII] and the [PII] is [PII].
[AGENT][POSITIVE] Thank you so much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII]. The policy number is D as in Delta 43732467.
[AGENT][NEUTRAL] OK, right, [PII], I'm going to transfer you now on over to IMA so that you can get that claim information. Let me give you phone number just in case the call gets dropped. You'll have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry, uh, your voice is breaking. Could you please repeat the number?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. It's gonna be a quick hold. I'm gonna go ahead and transfer you now.
[CUSTOMER][NEUTRAL] for.
[CUSTOMER][POSITIVE] Yeah, sure. Thank you.
[CUSTOMER][NEUTRAL] Thank you for calling IMA, a 90 Degree benefits company, the administrator for benefits in a card members.