AccountId: 011433970860
ContactId: c6465ec0-e1f8-4f49-b65d-3b5fb1c9eccd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109160 ms
Total Talk Time (AGENT): 47091 ms
Total Talk Time (CUSTOMER): 38853 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/c6465ec0-e1f8-4f49-b65d-3b5fb1c9eccd_20250325T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from the product office. I do have the clarification a claim processed.
[AGENT][NEUTRAL] OK, I can help you with claim status and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, [PII]. What is your callback number, sir?
[CUSTOMER][NEUTRAL] It's [PII]. It's a direct line.
[AGENT][NEUTRAL] OK. Thank you. And can you please give me the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure, patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Policy number is D as in Delta 43,510,820.
[AGENT][NEUTRAL] Thank you, sir. I'm going to uh need to transfer you on over to IMA 90 degree benefits now. I'm.
[AGENT][NEUTRAL] So you can get the claim status. I'm gonna give you that phone number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII] and it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Can I get your
[CUSTOMER][NEUTRAL] So, can I get your name once again, please?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] You're very welcome. It's gonna be a brief hold. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Thank you for calling