AccountId: 011433970860
ContactId: 212dece3-6ae8-4eb3-b99e-9ec7d6f56dcc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247490 ms
Total Talk Time (AGENT): 112940 ms
Total Talk Time (CUSTOMER): 82785 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/212dece3-6ae8-4eb3-b99e-9ec7d6f56dcc_20250521T20:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] and I'm calling from Emily Clinic and claim status.
[AGENT][NEUTRAL] OK, [PII], you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Yeah, that's
[AGENT][POSITIVE] Yes, I can help you. And what is your callback number?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Thank you. And how many claims do you have to check status on today, [PII]?
[CUSTOMER][NEUTRAL] Uh, all one, sir.
[AGENT][NEUTRAL] OK. And what is that member's policy number I can help you with it?
[CUSTOMER][NEUTRAL] Yeah, that's uh
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] That's D as in Delta.
[CUSTOMER][NEUTRAL] 435106776
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not an APO policy number, that is a 90 degree benefit number. Does the member also have a policy with my company?
[CUSTOMER][NEUTRAL] OK. Can, uh, can you transfer the call?
[AGENT][NEUTRAL] Let me, OK, do you have, what phone number did you call to reach me today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, I called uh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so for the number that begins with a D, you should select option one on that phone number, but I will be happy to connect you if you were trying to reach. Is that who you were trying to reach with 90 different benefits?
[CUSTOMER][POSITIVE] OK, thank you very much.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] OK, yes, sir. Well, I'll be happy to connect you. Is there anything else I could help you with first?
[CUSTOMER][NEUTRAL] OK, yes.
[CUSTOMER][POSITIVE] Uh, no, that's amazing. Thank you very much. Bye.
[AGENT][POSITIVE] OK, well then, thank you again for calling APO and if you'll give me one moment, I will transfer you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. The ad if you would like to participate in a quick.
[CUSTOMER][NEUTRAL] 90 degree benefits. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] Well, hey, [PII]. It's [PII] at APL again.
[AGENT][NEUTRAL] I knew I would talk to you.
[CUSTOMER][NEUTRAL] Well, hey, [PII] [PII] APL again.
[AGENT][NEUTRAL] I knew I talked to you again before the weekend.
[AGENT][NEGATIVE] So I have another provider who said that he was trying to reach you all he selected the wrong option.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK, that's fine. Send him over. OK, what's his name? [PII].
[AGENT][NEUTRAL] His name is, his name is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the callback number that he gave me was [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] Did you get [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, did you say he was the provider or the member?
[AGENT][NEUTRAL] Yes, provider.
[CUSTOMER][NEUTRAL] Oh, OK. Is he a foreigner?
[AGENT][NEUTRAL] Mhm. Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] Mhm, mhm, mhm.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, Ms. [PII]. Well, are you ready?
[CUSTOMER][NEUTRAL] OK, let me
[CUSTOMER][POSITIVE] Yeah, let me see what I can help him with.
[AGENT][POSITIVE] Thank you so much and I hope you have a nice evening. If I don't talk to you in the next 25 minutes again.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, all right, [PII].
[AGENT][POSITIVE] All right, here he comes. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.