AccountId: 011433970860
ContactId: 25989988-4c3e-4d46-8078-f1487d199d80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140910 ms
Total Talk Time (AGENT): 36027 ms
Total Talk Time (CUSTOMER): 27723 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/25989988-4c3e-4d46-8078-f1487d199d80_20250224T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Can you help me with the claim?
[AGENT][NEUTRAL] Yeah, I could check a claim for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] Thank you [PII]. Hi, this is [PII] the side calling from provider's office.
[AGENT][NEUTRAL] I'm sorry, what did you say your name was? I'm sorry.
[CUSTOMER][POSITIVE] That's done yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I do have it. That's D like Delta.
[CUSTOMER][NEUTRAL] 4020.
[CUSTOMER][NEUTRAL] 5995.
[AGENT][NEUTRAL] OK, so [PII], that's actually not one of our policy numbers. That is through, uh, they're called 90 Degrees. Um, if you have their social, I could see if they have a policy with us that way.
[AGENT][NEUTRAL] Or if you prefer, I can transfer you to 90 Degrees.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Did you want me to just transfer you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. uh, did you want me to give you their phone number first?
[CUSTOMER][NEUTRAL] No, just down.
[AGENT][NEUTRAL] Alright, I'm just gonna put you on a brief hold while I'll get them on the line.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for calling