AccountId: 011433970860
ContactId: 6f0b19f9-d66a-44d5-8f40-0c710e35980c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99879 ms
Total Talk Time (AGENT): 51069 ms
Total Talk Time (CUSTOMER): 29802 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/6f0b19f9-d66a-44d5-8f40-0c710e35980c_20250226T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] with Baylor Scott and White. Uh, just have a question regarding claims or claim status.
[AGENT][NEUTRAL] Sure, I could check on a claim for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I guess [PII] that's a direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes, policy number is D as in David 45906904.
[AGENT][NEUTRAL] OK, so that's actually not one of our policy numbers, [PII], that is through, uh, they're called 90 Degrees. Um, I can, if you've got their social, I can see if they have a policy with us, uh, or I can get you uh 90 Degrees information and transfer you to them.
[CUSTOMER][NEUTRAL] Uh, yeah, go ahead and transfer me to 90 degrees.
[AGENT][NEUTRAL] OK, did you want me to give you their number first or did you want me to just go ahead and transfer you? OK, just a moment, OK.
[CUSTOMER][POSITIVE] Uh yes please.
[CUSTOMER][NEUTRAL] I'll take the number 2.
[AGENT][NEUTRAL] Alrighty, so their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and if you call that you would select the option one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, OK, I'm go ahead and put you on a brief hold while I get them on the line. I hope you have a great rest of your day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling