AccountId: 011433970860
ContactId: eff91975-a0ea-4cd0-bc73-dc3fc22dd9bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228160 ms
Total Talk Time (AGENT): 79732 ms
Total Talk Time (CUSTOMER): 127504 ms
Interruptions: 5
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/eff91975-a0ea-4cd0-bc73-dc3fc22dd9bd_20250114T13:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] callingwara's office to check the claim status.
[AGENT][NEUTRAL] OK, I can help you, [PII] You said it's for a claim status?
[CUSTOMER][NEUTRAL] Yes, there's only one claim. Please help me with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] It's D476-739-30.
[AGENT][NEUTRAL] Can you spell the patient's first and last name?
[CUSTOMER][NEUTRAL] Uh, give me a second. It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell the first and last name, please?
[CUSTOMER][NEUTRAL] It's, uh first name is [PII] as [PII] and the last name is [PII]. It's [PII]
[AGENT][NEUTRAL] OK. And what's the good phone num, what's the policy number?
[AGENT][NEUTRAL] Well, you gave me that D number. What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Some.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK. [PII], do you have a copy of the medical ID card?
[CUSTOMER][NEUTRAL] Copy of medical ID card.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, I don't have that.
[AGENT][NEUTRAL] OK. What phone number did you dial?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, it's uh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so I'm gonna transfer you over to 90 Degrees, that's their phone number, and that D number would be their unique policy number. Um, the option that you would select is option one. I believe you may have selected option 2. So let me get you transferred over to that area.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Did you have any other questions before the transfer?
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] No, no. Please provide me the call number.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Well, you'll use my name in today's date as reference for today's call and the phone number that you dialed is the correct number but just select option one whenever dialing that number, right?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Thanks for calling APL Max. Give me just a moment and I'll get you connected.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Thank you for calling IMA and 90. Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. Please select from the following options to ensure you are directed to the appropriate party to answer your questions. For questions on IMA Mec Wellness, MVP plans, or COBRA and we're sorry, but all agents are currently unable to take your call. Please leave a detailed message.
[CUSTOMER][NEUTRAL] by doing.
[AGENT][NEUTRAL] [PII], thank you for holding um I got a recording and it said that the agents are busy, um, and so you may have to just call back or I can transfer you to leave a message.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Whichever you prefer.
[CUSTOMER][NEUTRAL] OK, uh, I want to leave a message.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Thank you for calling IMA and 90 Degree Benefits. Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. Please select from the following options to ensure you are directed to the appropriate party to. We're sorry, but all agents are currently.