AccountId: 011433970860
ContactId: d7fc3ee4-0b54-470f-8439-18013b6de05d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156179 ms
Total Talk Time (AGENT): 37911 ms
Total Talk Time (CUSTOMER): 54694 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/d7fc3ee4-0b54-470f-8439-18013b6de05d_20250213T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from provider's office to check on claim status.
[AGENT][NEUTRAL] Can I help you, [PII], with the policy number?
[CUSTOMER][NEUTRAL] Yeah, one moment, that is D delta 476-792-229.
[AGENT][NEUTRAL] OK, that's not our policy number. Do you have a copy of the ID card?
[CUSTOMER][NEUTRAL] Mm, one moment, let me check.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No, I do not have.
[AGENT][NEUTRAL] Spell the patient's first and last name?
[CUSTOMER][NEUTRAL] Yeah. That is [PII] [PII]. The last name is [PII].
[AGENT][NEUTRAL] And what is the patient's date of birth?
[CUSTOMER][NEUTRAL] Um, that is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm not finding anyone under that name. The first name is [PII] The last name is [PII]
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, that's the one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What phone number did you dial?
[CUSTOMER][NEUTRAL] So there is also a middle name that is.
[AGENT][NEUTRAL] What phone number did you dial?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, that is [PII].
[AGENT][NEUTRAL] OK, that's to 90 degrees. I'll get you transferred over to that location and you can provide them with the D number, OK?
[AGENT][NEUTRAL] And it's option 1 instead of option 2 that you'll need to select when dialing that number.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] One moment, uh huh.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree. All agents are currently.