AccountId: 011433970860
ContactId: d81b2167-6be1-4456-a4c4-1a1a1f8b47a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362670 ms
Total Talk Time (AGENT): 68680 ms
Total Talk Time (CUSTOMER): 54994 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/d81b2167-6be1-4456-a4c4-1a1a1f8b47a9_20250521T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII] calling from For office. Uh,
[CUSTOMER][NEUTRAL] Can you help me with regarding to claims?
[AGENT][POSITIVE] Sure I can help you with claims. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, it is [PII].
[AGENT][NEUTRAL] I'm sorry, can you go a little bit slower, please? [PII] what?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much. And the um policy number?
[CUSTOMER][NEUTRAL] The policy number is D43730860.
[AGENT][NEUTRAL] I have D43730860, correct?
[CUSTOMER][POSITIVE] Correct. Correct.
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] OK, I'm not pulling that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let me try one more time.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Do you have their social?
[CUSTOMER][NEUTRAL] Uh, yes, sorry.
[AGENT][NEUTRAL] Do you have their social security number so I can look it up that way?
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Uh yes, yes. Security number is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Patient's name is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell the last name for me?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Please wait.
[CUSTOMER][NEUTRAL] The last name is [PII] Yes, it is [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, I'm not seeing them on here. I believe this is a 90 degree benefit.
[AGENT][NEUTRAL] So it's not with APL, it's with 90 degree.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] So, you will need to call IMA and I have their phone number whenever you're ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Great, thank you so much for calling APL. Have a great day.