AccountId: 011433970860
ContactId: 3daa5208-d318-416d-b10e-5499de6f784c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127760 ms
Total Talk Time (AGENT): 56031 ms
Total Talk Time (CUSTOMER): 40939 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/3daa5208-d318-416d-b10e-5499de6f784c_20250602T18:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, [PII]. My first name is [PII]. My last name is [PII] calling you from the provider service in [PII].
[AGENT][NEUTRAL] I'm sorry it's difficult to hear you um did you say we're checking on a claim?
[CUSTOMER][NEUTRAL] Yes, uh, checking claim status.
[AGENT][NEUTRAL] OK, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, um, I could definitely check on a claim for you. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, the callback number is [PII].
[CUSTOMER][NEUTRAL] OK, and uh just to make, uh, did you uh handle the members I start with D as in Delta?
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] No, that is going to be, uh, they're called 90, excuse me, 90 degree benefits, um, so I can give you their information and transfer you to them, um, or if you have the member's social, I can see if they have a policy with us.
[CUSTOMER][NEUTRAL] OK, uh, so for this member I have only the members that start with D as in Delta.
[AGENT][NEUTRAL] OK, OK, um, I can connect you over with 90 Degree whenever you're ready. Did you want me to give you their phone number first?
[CUSTOMER][NEUTRAL] OK, yes, please.
[AGENT][NEUTRAL] OK, so their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you call that number, you would select option one.
[CUSTOMER][POSITIVE] OK. Thank you so much, yeah.
[AGENT][POSITIVE] Of course I'll go ahead and put you on a brief hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, thank you so much, sir.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling [PII] if you would like.