AccountId: 011433970860
ContactId: 5b4c7179-424f-46de-8d36-dd480cf18d8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152699 ms
Total Talk Time (AGENT): 47010 ms
Total Talk Time (CUSTOMER): 68017 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/5b4c7179-424f-46de-8d36-dd480cf18d8f_20250617T17:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling um from Toli Hospital, and I was trying to locate a policy for a patient of ours. Is this 90 degree Benefits or?
[AGENT][NEUTRAL] Um, we are APL. Um, we do some of the policies related to 90 degree benefit patients, um, so I can definitely try to look it up for you.
[CUSTOMER][NEUTRAL] OK, and then ACL or?
[AGENT][NEUTRAL] Um, APL, P as in Paul, APL.
[CUSTOMER][NEUTRAL] APL.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and are you checking on claim status or benefits or?
[CUSTOMER][NEUTRAL] Um, I, well, I wanna see first if um.
[CUSTOMER][NEUTRAL] if she has a policy and then if so if there was a claim submitted.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEGATIVE] Kind of confused at this point.
[AGENT][NEUTRAL] Do you have a last name of the patient?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] And first name?
[CUSTOMER][POSITIVE] First name is one word, [PII]
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, I'm not finding that name in our system. Um, so it must be with 90 degree benefits. Um, do you have, do you have any other policy number besides one that starts with D as in Delta?
[CUSTOMER][NEUTRAL] No, I just have the, yeah, the policy, the ID number starts with a D.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, do you want me to transfer you over to?
[CUSTOMER][NEUTRAL] Do you need that?
[AGENT][NEUTRAL] Uh, no, I can't, we don't have them on our system, so, but I can transfer you to 90 Degrees and they can look up that policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Thank you for calling 90 degrees.