AccountId: 011433970860
ContactId: 3313121c-bae3-4a3c-9114-f8031a528023
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121510 ms
Total Talk Time (AGENT): 49728 ms
Total Talk Time (CUSTOMER): 47680 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/3313121c-bae3-4a3c-9114-f8031a528023_20250206T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] APL, this is
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII] calling from provider office.
[AGENT][NEUTRAL] Hi [PII] how are you?
[CUSTOMER][POSITIVE] I'm doing good. How about you?
[AGENT][POSITIVE] Doing well, thank you. Uh, what can we help you with today?
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] I need assistance on one of the members' claims which we submitted. Could you please help me out with those claims?
[AGENT][POSITIVE] Absolutely I could take a look at that claim for you. Uh, can I get a good call back number for you from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, sure. The callback number is gonna be [PII]. It's a direct line.
[AGENT][NEUTRAL] All right, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. Here is the member's policy number. It's D as in Delta 46306205.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers, [PII], that is through, uh, they're called 90 Degrees. Um, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, no, I don't have those.
[AGENT][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Uh, do you have any contact number where to whom I can get connected to?
[AGENT][NEUTRAL] For 90 degrees? Yes, give me just a moment, let me get that for you.
[AGENT][NEUTRAL] I can give you their phone number and then I can uh transfer you to if you'd like.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, uh, are you ready for the number?
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you very much, [PII]. Could you please transfer me to them?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Of course I'm gonna just put you on a brief hold while I get them on the line. Hope you have a great rest of your day, [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree.