AccountId: 011433970860
ContactId: e6c3ef75-5118-46cc-9282-9112ae3234c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120860 ms
Total Talk Time (AGENT): 49761 ms
Total Talk Time (CUSTOMER): 43201 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/e6c3ef75-5118-46cc-9282-9112ae3234c6_20250107T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], I'm looking for claim status. I'm calling from provider's office.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Sure. My name is uh [PII] and last name first initial would be [PII], and the callback number would be [PII] and this is the direct line, no extension.
[AGENT][NEUTRAL] OK, thank you, [PII]. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, patient's ID?
[AGENT][NEUTRAL] No, the patient's name.
[CUSTOMER][NEUTRAL] OK. Patient's name would be [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, it's for [PII].
[AGENT][NEUTRAL] Thank you sir and then what is Brett policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's D as in Delta 41203179.
[AGENT][NEUTRAL] OK, well, I'm gonna put you on a brief hold. I'm gonna transfer you on over to IMA so you can get that claim status information. Let me give you the phone number just in case the call is dropped during the transfer.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I would really
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] And you would choose option one.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][POSITIVE] OK, it's gonna be a brief hold. I'm gonna transfer you over. You're so welcome you have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you, sir.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.