AccountId: 011433970860
ContactId: 00c84ce0-5052-4a6c-b923-56e77361ab4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106279 ms
Total Talk Time (AGENT): 52451 ms
Total Talk Time (CUSTOMER): 22814 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/00c84ce0-5052-4a6c-b923-56e77361ab4f_20250623T14:20_UTC.wav
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[CUSTOMER][NEUTRAL] So
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to discuss a claim.
[AGENT][NEUTRAL] I'm sorry, you said we're checking on a claim?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, yeah, I can check that for you uh what was your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], is this for your individual policy or are you with a provider?
[CUSTOMER][NEUTRAL] Oh with the provider.
[AGENT][NEUTRAL] OK, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] D as in Delta 46002398
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers, [PII]. That is through they're called 90 degree benefits. Um, if I can transfer you to them, I give you their information or if you have their social, I can see if they've got a policy with us.
[CUSTOMER][NEUTRAL] I don't have a social.
[AGENT][NEUTRAL] OK, um, I could go ahead and transfer you to 90 Degree Benefit then. Did you want their phone number first?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, uh, their phone number is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And to get to them, you would select option one.
[CUSTOMER][POSITIVE] Alright perfect thank you.
[AGENT][POSITIVE] Of course, um, I'm just gonna put you on a brief hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] And you. Thanks.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling. If you would like.