AccountId: 011433970860
ContactId: 5426a0f6-f382-4e01-934f-c5e7866bd5a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130199 ms
Total Talk Time (AGENT): 48310 ms
Total Talk Time (CUSTOMER): 31734 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/5426a0f6-f382-4e01-934f-c5e7866bd5a7_20250605T17:57_UTC.wav
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[CUSTOMER][NEUTRAL] Hi, this is [PII] from Grady Memorial Hospital.
[AGENT][NEUTRAL] Thank you for calling AL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Do I need the claim status?
[AGENT][NEUTRAL] OK, I could check on the points for you. Uh, what's your name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII], OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, it's uh D as in Delta 476.
[CUSTOMER][NEUTRAL] 12551
[AGENT][NEUTRAL] OK, so [PII], that's not one of our policy numbers that is through, uh, they're called 90 degree benefits. If you'd like, I can, uh, 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] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want me to transfer you to 90 Degree?
[CUSTOMER][NEUTRAL] Uh, could you, could you
[CUSTOMER][NEUTRAL] Yeah, before transferring, could you please provide me the contact number?
[AGENT][NEUTRAL] Yes, one moment, let me get that.
[AGENT][NEUTRAL] 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][NEUTRAL] OK, fine. May I know what uh what type of plan is this?
[AGENT][NEUTRAL] Uh, I don't know the policy number you gave me is not one of ours. I just know it is through 90 degrees.
[CUSTOMER][POSITIVE] OK, fine. Thanks for the information. Have a wonderful.
[AGENT][NEUTRAL] Uh, do you want me to transfer you to them now?