AccountId: 011433970860
ContactId: 39520ac5-a5c7-463f-a39d-813c2b3d6e97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162940 ms
Total Talk Time (AGENT): 53540 ms
Total Talk Time (CUSTOMER): 46687 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/39520ac5-a5c7-463f-a39d-813c2b3d6e97_20250625T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Bo's office to check on a claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] with the extension [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number starting with the letter D as in Delta 2455919.
[AGENT][NEUTRAL] OK, so [PII], that's not one of our policy numbers. That is through they're called 90 degree benefits. I can give you their information and transfer you to them, or if you have the member's social, I can see if they have a policy with us.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, yes, uh, just a moment for that. I have the policy number on my side.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So, I have another policy number. Uh, uh, sorry for that. It is also the same one.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Mhm. Yeah, yeah. For this one, we have to contact the 90 benefits.
[AGENT][NEUTRAL] OK, um, so I can give you their phone number and then transfer you to them if you'd like.
[CUSTOMER][NEUTRAL] Mhm, yeah, sure.
[AGENT][NEUTRAL] OK, uh, are you ready for their phone number?
[CUSTOMER][POSITIVE] Yes, I'm ready for that.
[AGENT][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And to get to them, you would select option one.
[CUSTOMER][POSITIVE] Sure, thank you so much for that.
[AGENT][NEUTRAL] Of course and then do you want me to go ahead and transfer you now?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Alright, I'm just gonna put you on a brief hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][NEGATIVE] No bye thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. If you would like to participate.