AccountId: 011433970860
ContactId: dde37904-80ab-4416-9648-24664b6720a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132160 ms
Total Talk Time (AGENT): 41584 ms
Total Talk Time (CUSTOMER): 57270 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/dde37904-80ab-4416-9648-24664b6720a6_20250514T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] I'm calling from provider's office to check the claim status.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with claim status. May I please get your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the first name is [PII] the last name [PII], and the date of birth is [PII]. And the member ID is
[CUSTOMER][NEUTRAL] Just a moment please.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] 023, sorry, D as in Delta 40,700,340.
[AGENT][NEUTRAL] OK, I am going to um transfer you now on over to IMA so that they can help you with the claim. Let me give you that phone number just in case the call is disconnected, you'll have it.
[CUSTOMER][NEUTRAL] For you
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You what?
[CUSTOMER][NEUTRAL] May I know why you're transferring the call?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] So that you can get claim status.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. Is that another insurance?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes, ma'am. Um, the phone number is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK. Can you please repeat again?
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for