AccountId: 011433970860
ContactId: 364b2d20-e034-4740-a539-87fafe2fe4ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153110 ms
Total Talk Time (AGENT): 59440 ms
Total Talk Time (CUSTOMER): 62712 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/364b2d20-e034-4740-a539-87fafe2fe4ce_20250501T17:59_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, [PII], I'm [PII] calling from provider's office to check on the claim status. Could you please help me with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you have one claim [PII] that you want to check claim status on, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] Um, and the callback number is.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] [PII] and the extension is [PII].
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] Yes, the member's policy number is D as in Delta 43732467.
[AGENT][NEUTRAL] OK, so thank you [PII], but that is not an APO policy number. That is an IMA or 90 degree benefit number. Were you trying to reach APL or 90 degree benefits?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. Could you please um uh transfer the call to the prayer representative?
[AGENT][NEUTRAL] OK, were you trying to reach 90 degree benefits, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes ma'am, so their phone number is [PII].
[AGENT][NEUTRAL] [PII], option 1.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, [PII] and option is 1, right?
[AGENT][POSITIVE] Yes ma'am, uh huh, but I'll be happy to connect you. Is there anything else that I can help you with first?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well thank you for calling APL. I hope you have a very nice day and if you'll give me one moment, I will get you connected.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Mhm, one moment. You're welcome.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. Please select from the following options to ensure if you would like to participate in a quick survey after all agents are currently assisting other callers.