AccountId: 011433970860
ContactId: 38aa6060-f966-4464-a29f-1f2b2ca07e07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83180 ms
Total Talk Time (AGENT): 44631 ms
Total Talk Time (CUSTOMER): 26003 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/38aa6060-f966-4464-a29f-1f2b2ca07e07_20250416T17:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm calling with Norton Hospital calling to get claim status on a patient.
[AGENT][NEUTRAL] Sure, I can check on a claim for you, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Policy number I have.
[CUSTOMER][NEUTRAL] D as in dog 4769.
[CUSTOMER][NEUTRAL] 5024.
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers, [PII], that is through uh 90 Degree benefits. Um, I can give you their information and transfer you to them, or if you have their social, I could see if they have a policy with us.
[CUSTOMER][NEUTRAL] OK, yeah, this is the number that's on the back of the card, um, for 90.
[AGENT][NEUTRAL] Yeah, that's through 90 degree benefits um so the phone number there are several different prompts and they can be a bit confusing as it's part of a multi plan so it's possible that they have a policy with us. um, I believe that same number I think, uh, option one gets you to 90 degrees.
[CUSTOMER][NEUTRAL] OK, alright, I can call back.
[AGENT][POSITIVE] OK, sounds good thank you.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye bye.