AccountId: 011433970860
ContactId: 8579bda6-9c4c-46f9-a1c4-5f0a0aa717ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186539 ms
Total Talk Time (AGENT): 74930 ms
Total Talk Time (CUSTOMER): 76789 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/8579bda6-9c4c-46f9-a1c4-5f0a0aa717ae_20250404T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey there, this is [PII] calling for the office regarding claims.
[AGENT][NEUTRAL] OK, yeah, I could check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep, [PII] and the extension to reach me is [PII].
[AGENT][NEUTRAL] OK, thank you. And then, uh, did you have that policy number?
[CUSTOMER][NEUTRAL] Uh one moment please, that's D as in Delta 476-93369 0 sorry that's D as in delta 47693399.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so [PII], that's not one of our policy numbers. That is through, uh, they're called 90 Degrees. Uh, if you want, if you've got their social, I could see if they have a policy with us, or I can transfer you to 90 Degrees.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK, uh, that's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] And what was the name for the member?
[CUSTOMER][NEUTRAL] Name is [PII].
[AGENT][NEUTRAL] OK, um, I'm gonna read that.
[CUSTOMER][NEUTRAL] Oh sorry, that's [PII]. It's in the claim, it's on the claim, uh, it is [PII].
[AGENT][NEUTRAL] OK, so I didn't get a result with that social. I'm gonna read that back to make sure I heard it correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's correct, yeah.
[AGENT][NEUTRAL] OK, yeah, I did not get a result uh with that social so I can get you over to um 90 Degrees since that's the policy number that you had. Give me just a moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] All right
[AGENT][NEUTRAL] Did you want me to give you their phone number before I transfer you?
[CUSTOMER][NEUTRAL] IT degree benefit.
[CUSTOMER][NEUTRAL] Uh, it is [PII]. Is that is that right?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] The the number or OK I.
[AGENT][NEUTRAL] No, that's not their phone number.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you would select option one.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, did you want me to go ahead and transfer you now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, transfer it. Appreciate it. OK. Have a wonderful day. Thank you.
[AGENT][POSITIVE] OK, sure. Thank you. You too. Bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree. If you would like to participate in a quick survey after the call to.