AccountId: 011433970860
ContactId: d4784ecd-923d-4ca3-900f-b3ef09be5bac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227820 ms
Total Talk Time (AGENT): 40751 ms
Total Talk Time (CUSTOMER): 49126 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/d4784ecd-923d-4ca3-900f-b3ef09be5bac_20250513T13:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hi, [PII]. My name is [PII]. I'm calling you from provider's office to check the same status.
[AGENT][NEUTRAL] Hi [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK. Do you have the policy ID for that patient?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] It's D delta 43,302,090.
[AGENT][NEUTRAL] OK, that, uh, policy number is with 90 degree benefits, but we do offer some other policies. Do you have the last name of the participant?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] G Golf Oscar Nancy Zulu Alpha Lima Echo Zulu.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And first name?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name [PII] [PII].
[AGENT][NEUTRAL] No, the first name for the patient?
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You have a group number for the member?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] It's 9433.
[AGENT][NEUTRAL] And you have her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm not able to locate her with the information you provided, but the ID number that the one that started with D as in Delta, that's through 90 degree benefits and I can transfer you over to them.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm mm OK.
[AGENT][NEUTRAL] OK, would you like me to transfer you?
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] OK. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Good for Friday 100%.
[CUSTOMER][NEUTRAL] Thank you for calling IMA, a 90-degree benefits company.