AccountId: 011433970860
ContactId: ce6bfa1c-85cd-4608-a184-4fca5a23e125
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109400 ms
Total Talk Time (AGENT): 43009 ms
Total Talk Time (CUSTOMER): 39142 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/ce6bfa1c-85cd-4608-a184-4fca5a23e125_20250423T19:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to a claim status.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with claim status. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII] it's a direct line.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is uh [PII]. The last name is [PII] and the date of birth is [PII]. Policy ID is D as in Delta 47305927.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold um I'm gonna transfer you on over to IMA benefits so that they can help you with the claim.
[AGENT][NEUTRAL] Uh, I'm gonna give you that phone number just in case the call gets disconnected. You'll have it.
[AGENT][NEUTRAL] The number is
[CUSTOMER][NEUTRAL] Uh yeah, please.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. It's gonna be a quick hold and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you for