AccountId: 011433970860
ContactId: 636c6f4e-4570-4146-8714-b52aefa0255a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147179 ms
Total Talk Time (AGENT): 70775 ms
Total Talk Time (CUSTOMER): 38105 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/636c6f4e-4570-4146-8714-b52aefa0255a_20250521T14:23_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, can you help me with regarding to the claim status?
[AGENT][NEUTRAL] I'm sorry, what did you say?
[CUSTOMER][NEUTRAL] This is [PII] calling from Powder's office.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And how can I help you, [PII]?
[CUSTOMER][NEUTRAL] Mm, can you help me with regard?
[CUSTOMER][NEUTRAL] Claims
[AGENT][NEUTRAL] You're needing to check claim status, is that correct?
[CUSTOMER][POSITIVE] Yes, sir. Yes, it's correct.
[AGENT][NEUTRAL] Yes, then I can help you with claim status and what is your callback number?
[CUSTOMER][NEUTRAL] Our callback number is [PII].
[AGENT][NEUTRAL] Thank you. And how many claims then do you have to check status on today?
[CUSTOMER][NEUTRAL] One only.
[AGENT][NEUTRAL] OK, and what is that member's policy number?
[CUSTOMER][NEUTRAL] It is D43730860.
[AGENT][NEUTRAL] OK, thank you, [PII], but that is not an APO policy number. That is an IMA or 90 degree benefit number. Were you trying to reach 90 degree benefits?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so the phone number that you should call which I can transfer you to is [PII] option one.
[CUSTOMER][NEUTRAL] Can you repeat it?
[AGENT][NEUTRAL] [PII] option one.
[CUSTOMER][NEUTRAL] [PII] option 1.
[AGENT][NEUTRAL] That is correct, yes, sir. Would you like for me to connect you?
[CUSTOMER][NEUTRAL] Uh, can you connect to direct?
[AGENT][NEUTRAL] Yes, sir. I will transfer you, but if we get disconnected for any reason, then call that number that I gave you and select number 1 to go to 90 degree benefits. OK, well, can I help you with anything else before I transfer you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes, please transfer.
[AGENT][POSITIVE] Thank you for calling APL and I hope you have a nice day. One moment.
[CUSTOMER][POSITIVE] Thank you for calling. If you would like to participate in all agents are currently assisting other.