AccountId: 011433970860
ContactId: 973d1bec-da2a-41b0-b897-202e8451a67b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116040 ms
Total Talk Time (AGENT): 54998 ms
Total Talk Time (CUSTOMER): 44221 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/973d1bec-da2a-41b0-b897-202e8451a67b_20250217T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII], and I am calling for claim or um eligibility in claim status.
[AGENT][NEUTRAL] Sure, I can check eligibility on a claim for you uh let's see.
[AGENT][NEUTRAL] And you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Got you thank you um can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I believe that is um D as in Delta 41,203,390.
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers [PII], that's, uh, for they're called 90 Degrees. um, if you have their social, I could search to see if they have a policy with us, or I can give you their information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see if I have a social um.
[CUSTOMER][NEUTRAL] No, I don't have a social.
[AGENT][NEUTRAL] OK, um, I can give you the information for 90 Degrees. Give me just a moment. I'll give you that phone number and then I can go ahead and transfer you if you'd like.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, so that phone number is [PII].
[AGENT][NEUTRAL] [PII], and you would select option one.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] OK, um, [PII].
[AGENT][POSITIVE] Correct, and there's they are option one.
[CUSTOMER][NEUTRAL] Mm. OK.
[AGENT][NEUTRAL] Did you want me to go ahead and transfer you now?
[CUSTOMER][POSITIVE] Yes, please. Thank you.
[AGENT][POSITIVE] Alrighty, of course I'm just gonna put you on a brief hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling