AccountId: 011433970860
ContactId: 53d9fe0e-ea32-4fe4-b6be-1ad90817e6cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124819 ms
Total Talk Time (AGENT): 57365 ms
Total Talk Time (CUSTOMER): 36506 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/53d9fe0e-ea32-4fe4-b6be-1ad90817e6cd_20250605T18:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL.
[AGENT][NEUTRAL] This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, [PII], this is [PII], and I'm calling to check the status of a claim, please.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. uh, [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 [PII] was this for your individual policy or are you with a provider?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm with the provider.
[AGENT][NEUTRAL] OK, do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, of course, D as in David, 476-92129.
[AGENT][NEUTRAL] OK, so [PII], that's not one of our policy numbers, uh, that is through they're called 90 degree benefits, um, I can give you their information and transfer you to them if you'd like or if you have the member's social, I could see if they have a policy with us.
[CUSTOMER][NEUTRAL] Oh, OK. Uh, uh, it doesn't look like I have the social on file.
[AGENT][NEUTRAL] OK, I can get you over with 90 degree benefits. Um, do you want me to give you their phone number first?
[CUSTOMER][NEUTRAL] Uh, sure.
[AGENT][NEUTRAL] It very well might have been the number that you dialed. Their prompts can be a little bit confusing. Uh, it is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And to get to them you would select option one.
[CUSTOMER][POSITIVE] Option one. OK, great. Alright, [PII], thank you very much.
[AGENT][NEUTRAL] Yes, do you want me to go ahead and transfer you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Alrighty, 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][NEUTRAL] Hey, you too, [PII].
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling [PII] if you would like to.