AccountId: 011433970860
ContactId: 67327992-da83-4443-9985-76b2601aa134
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118360 ms
Total Talk Time (AGENT): 53020 ms
Total Talk Time (CUSTOMER): 34426 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/67327992-da83-4443-9985-76b2601aa134_20250520T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from provider's office checking on the claim status. Could you please spell your name for me?
[AGENT][POSITIVE] Sure, it's spelled [PII], and I can definitely check that claim for you. Uh, [PII], can I get a good callback number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. Callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the member ID is D as in Delta 43509203.
[AGENT][NEUTRAL] OK, so [PII], that's not one of our policy numbers that is through, uh, they're called 90 degree benefits, so I can 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, uh, for this member ID it's a different plan. Could you please transfer this call?
[AGENT][NEUTRAL] Yes, of course, give me just a moment. Did you want their phone number before I transfer you?
[CUSTOMER][NEUTRAL] Yeah, can I get that please?
[AGENT][NEUTRAL] Of course, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so that phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and to reach them you would select option one.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, did you want me to go ahead and transfer you now?
[CUSTOMER][NEUTRAL] Yes, could you please
[AGENT][POSITIVE] Of course 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] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling. If you would like.