AccountId: 011433970860
ContactId: 81e9d13f-da92-432a-a7a5-da977f72d5d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194059 ms
Total Talk Time (AGENT): 86663 ms
Total Talk Time (CUSTOMER): 62431 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/81e9d13f-da92-432a-a7a5-da977f72d5d2_20250409T13:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. Initial to last name is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][POSITIVE] I'm fine. Thank you for asking.
[AGENT][POSITIVE] Mhm. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, I have a one of member and we are looking for the claim status.
[AGENT][NEUTRAL] All right, claim status of a member.
[AGENT][NEUTRAL] And do you have the policy number that we can use?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, sure. The policy number is going to be 02569076.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you very much. And unfortunately, I am not the person designated or I'm unable to provide claim status, but I can definitely go ahead and take the information and transfer you to the claims department, right?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So, can you give me the direct phone number like wherever you're going to transfer this call?
[AGENT][NEUTRAL] Um, it will be the same number. It is just a different extension.
[AGENT][NEGATIVE] And I, unfortunately, I do not have.
[CUSTOMER][POSITIVE] Not an issue. You can go ahead.
[AGENT][NEGATIVE] Mhm. Yeah, unfortunately.
[CUSTOMER][NEUTRAL] Which extension I need to select, ma'am? Which extension I need to select uh while uh making this call on IVR?
[AGENT][NEGATIVE] Um, unfortunately, I don't have access to that part of information.
[AGENT][NEUTRAL] Um, but, um, once I transfer you to the person, um, she can, um, provide her extension.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] All right, sure. I can go ahead and transfer this call.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] This is [PII]. May I help you?
[AGENT][NEUTRAL] Hello, good morning, [PII]. I have a provider's office, um.
[AGENT][NEUTRAL] With [PII] on the line, um, they are requesting a claim status on an insured.
[CUSTOMER][NEUTRAL] OK, and who, who was, what was, who was the name on the phone?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Um, the policy number is.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Um, the policy number is 256.
[AGENT][NEUTRAL] 9076.
[CUSTOMER][NEUTRAL] Is this the insurance you said?
[AGENT][NEUTRAL] Uh, no, it is a provider um office. Mhm.
[CUSTOMER][NEUTRAL] The printer? OK. Did you get a callback number for them?
[AGENT][NEUTRAL] Uh, I did not. Um, he was requesting for a, um, an extension number to call directly to the claims department.
[AGENT][NEUTRAL] As well, but uh I wasn't able to provide that for him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we don't have one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.