AccountId: 011433970860
ContactId: 1feacb0c-4b8a-4241-8d24-8e95663df0fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135059 ms
Total Talk Time (AGENT): 59798 ms
Total Talk Time (CUSTOMER): 30455 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/1feacb0c-4b8a-4241-8d24-8e95663df0fa_20250421T16:37_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 sorry, your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to follow up on a client.
[AGENT][NEUTRAL] OK, I could check on a claim for you. Um, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 316-4760.
[AGENT][NEUTRAL] Thank you. And then was this for your individual policy or are you with a provider?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] OK. Do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, D for Delta, 467.
[CUSTOMER][NEUTRAL] 01869.
[AGENT][NEUTRAL] OK, so [PII], that's not one of our policy numbers that is through uh they're called 90 degree benefits. Um, I can give you their information and transfer you to them if you'd like or if you have the member's social. I can see if they do have a policy with us.
[CUSTOMER][NEUTRAL] Um, no, I guess you can transfer me then.
[AGENT][NEUTRAL] OK, did you want me to give you that phone number first?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, so that phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you call that number you would select option one.
[CUSTOMER][NEUTRAL] OK, I selected the wrong option because that's the number I called.
[AGENT][NEUTRAL] I, right, yes, that happens a lot.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alrighty, do you want me to go ahead and transfer you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, 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][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. If you would like to