AccountId: 011433970860
ContactId: 87c7f3c6-ed8e-446a-bb69-0d14a8ca1db9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179179 ms
Total Talk Time (AGENT): 88239 ms
Total Talk Time (CUSTOMER): 77006 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/87c7f3c6-ed8e-446a-bb69-0d14a8ca1db9_20250428T19:06_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check on your claim status. I can spell my name for you. [PII]. And the last cent to my name is [PII].
[AGENT][NEUTRAL] OK [PII] and you're needing to check claim status, is that correct?
[CUSTOMER][POSITIVE] Yes, ma'am. Perfect.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Sure. My callback number is [PII]. And my extension, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let's start over with the phone number. What is the phone number again?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. And it's a direct line?
[AGENT][NEUTRAL] OK, thank you. And you have one claim to check status on, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, yeah, OK. And what is that member's policy number, please?
[CUSTOMER][NEUTRAL] Sure. My policy number is D as in Delta 4321.
[CUSTOMER][NEUTRAL] 83
[CUSTOMER][NEUTRAL] 09.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not an APL policy number, that is a 90 degree or IMA benefit number. Were you trying to reach APL or were you trying to reach 90 degree benefits?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] 90 degree benefits.
[AGENT][NEUTRAL] OK, so I can transfer you to them. What phone number did you call in on today?
[CUSTOMER][NEUTRAL] Uh uh
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, so you just selected the wrong option. Depending on, that is the correct phone number, just depending on the option you pick as to where it will take you. So if for any reason our call gets disconnected, you would call that same number back and just select option one for 90 degree benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Is it possible to connect the appropriate department? OK.
[AGENT][NEUTRAL] Yes ma'am I'm going to try and connect you but I I was just letting you know if for any reason our call does not go through call that same number back and press option one but I'm going to try and connect you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you, ma'am. Thank you for your assistance.
[AGENT][POSITIVE] You, uh, you're welcome, [PII]. And again, is there anything else I can help you with today first?
[CUSTOMER][NEUTRAL] No, ma'am. Just only for this claim only.
[AGENT][POSITIVE] OK, well have a wonderful afternoon and thank you again for calling APL. One moment while I connect you.
[CUSTOMER][POSITIVE] And wonderful day
[AGENT][NEUTRAL] Mhm. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree. If you would like to participate in a quick survey after the call, all agents are currently assisting other callers. Please remain on the.