AccountId: 011433970860
ContactId: ed3f4c4d-a59d-48c9-bf52-d9d2d1dbcb3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228119 ms
Total Talk Time (AGENT): 55485 ms
Total Talk Time (CUSTOMER): 45208 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/ed3f4c4d-a59d-48c9-bf52-d9d2d1dbcb3c_20250507T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm from provider's office and I'm checking on claim status. Uh, can you repeat your name? I miss that.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, can you spell out your name?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yes, it's [PII]. It's [PII]
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] OK, sir. It's [PII]
[AGENT][NEUTRAL] OK, [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And you're checking claim status, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, give me one moment.
[AGENT][NEUTRAL] OK, and you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's D as in Delta, 4700719.
[AGENT][NEUTRAL] And you have the last name of the patient?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Uh, that's [PII] [PII].
[CUSTOMER][NEUTRAL] [PII] no, no, no. I'm sorry, [PII].
[AGENT][NEUTRAL] And what was the first name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] not pulling up that name. Do you have a different, uh, policy number per chance or?
[AGENT][NEUTRAL] Group number?
[CUSTOMER][NEUTRAL] No group number is 9470.
[AGENT][NEUTRAL] Um, I'm not pulling up that group number either.
[AGENT][NEUTRAL] Um, did you say the policy number starts with a D as in Delta?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, those policies actually IMA is the contact for that. Um, so it's I as in India, M as in Mary, A as in apple. I can transfer you over there. Would you like me to do that?
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administ.