AccountId: 011433970860
ContactId: 87e8d58f-d082-4f20-b635-b0912f6f5a08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135240 ms
Total Talk Time (AGENT): 39699 ms
Total Talk Time (CUSTOMER): 43272 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/87e8d58f-d082-4f20-b635-b0912f6f5a08_20250508T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII]. I'm calling from provider office to checking for claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And that's spelled [PII].
[AGENT][POSITIVE] Got it. Thank you. Uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, that's going to be D as in Delta, 48400538.
[AGENT][NEUTRAL] OK, so [PII], that's actually not one of our policy numbers. That is through they're called 90 Degree benefits. I can give you their information or uh if you have the member's social, I could see if they have a policy with us.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, this is actually for 90 degree only.
[AGENT][NEUTRAL] Oh OK so do you want me to go ahead and just transfer you to them?
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, did you want their phone number before I transfer you?
[CUSTOMER][NEUTRAL] Uh, I have a phone number that's um [PII].
[AGENT][NEUTRAL] That's correct, um, and now to get to 90 degree from the menu you would select option one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, all right, did you want me to go ahead and transfer you now?
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. If you would like to participate in a quick survey.