AccountId: 011433970860
ContactId: ff7773fd-a95e-4f6d-b4b5-196a153fa13b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144020 ms
Total Talk Time (AGENT): 34037 ms
Total Talk Time (CUSTOMER): 48776 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/ff7773fd-a95e-4f6d-b4b5-196a153fa13b_20250515T20:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII], my name is [PII] calling from Broader's office to check on a client.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][POSITIVE] Yeah, thank you so much for that, [PII]. It will be [PII].
[CUSTOMER][NEUTRAL] Directly.
[AGENT][NEUTRAL] And you have the policy number of that patient?
[CUSTOMER][NEUTRAL] Yep, sure.
[CUSTOMER][NEUTRAL] The patient member ID.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, sorry for the hold, it's D delta 4070034 I mean 00340.
[AGENT][NEUTRAL] OK, that number goes through our 90 degree benefit services, but they do, we do carry some policies. Do you have the last name for the member?
[CUSTOMER][NEUTRAL] N
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Well, I'm not pulling them up in our system. Um, do you want me to transfer you over to our 90 degree benefits and they can look for you claim status?
[CUSTOMER][NEUTRAL] So, so this patient belongs to 90 degree benefit, right?
[AGENT][NEUTRAL] Yes, correct. With the, you gave me the delta D as in Delta and then the number, is that right?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Yeah, thank you so much for that.
[AGENT][NEUTRAL] OK. Do you want me to transfer you over?
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree.