AccountId: 011433970860
ContactId: 9f34de37-bb84-4ea9-a6e1-7b028e85ccbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166800 ms
Total Talk Time (AGENT): 48789 ms
Total Talk Time (CUSTOMER): 58763 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/9f34de37-bb84-4ea9-a6e1-7b028e85ccbd_20250110T15:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I need claim status please.
[AGENT][NEUTRAL] Could help you. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] What's the policy number, [PII]?
[CUSTOMER][NEUTRAL] V 453-02530
[AGENT][NEUTRAL] Do you have a copy of the card?
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] See here.
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] See if there's a policy er number on the card that begins with a 0.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Policy cert number.
[CUSTOMER][NEUTRAL] Now I've got employee ID name, group number.
[CUSTOMER][NEUTRAL] Don't see that.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, spell the patient's first and last name for me.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And what phone number did you dial?
[CUSTOMER][NEUTRAL] I called [PII].
[AGENT][NEUTRAL] OK, so I think that's for 90 degrees, um, because I'm not showing him in our system, um, on the card that you have, um, I'm gonna transfer you to that number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you dial that number you'll select option 1 instead of option 2.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][POSITIVE] Thank, thank you.
[AGENT][NEUTRAL] And give me that D number again I can let them know that that's the policy number.
[CUSTOMER][NEUTRAL] OK, it's uh
[CUSTOMER][NEUTRAL] 453-02530
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, give me one second, I'll get you transferred.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] And if no other questions, uh, with for APL, thank you for calling APL [PII] have a good day. Give me one moment.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. We're sorry, but all agents are currently unable to take your call. Please leave a detailed message after the beep, and we will get back to you as soon as possible. Thank you for