AccountId: 011433970860
ContactId: a8bb12c7-d398-4468-a06c-f9470ec34dbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155850 ms
Total Talk Time (AGENT): 69422 ms
Total Talk Time (CUSTOMER): 59638 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/a8bb12c7-d398-4468-a06c-f9470ec34dbe_20250228T19:55_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 is [PII] and I'm calling you from Hospital Mercy. And here I'm looking for a claim uh status and I need your help.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, the callback number is.
[CUSTOMER][NEUTRAL] Whenever you're ready?
[AGENT][POSITIVE] Yes, I'm ready.
[CUSTOMER][NEUTRAL] [PII]. And you said your name once again, ma'am?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Of course. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I start with D as in Delta.
[CUSTOMER][NEUTRAL] 44614704.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers, [PII]. That is through, um, they're called 90 Degrees. Um, if you have their social, I can see if they have a policy with us, or I can give you 90 degrees information and transfer you to them.
[CUSTOMER][NEUTRAL] Uh, but, uh, this number I, I got from the insurance card.
[AGENT][NEUTRAL] Yeah, so if you select the option, uh, one of the options sends you to us, um, I believe it's supposed to be option one that sends you to 90 degrees.
[CUSTOMER][NEUTRAL] OK, option one have to select for the 90 degree.
[AGENT][NEUTRAL] Um, I believe so. If you want, I can confirm that phone number with you. Uh, give me just a moment.
[CUSTOMER][NEUTRAL] On the same number?
[CUSTOMER][NEUTRAL] Sure. And is it possible, can you connect my call to their representative directly, ma'am?
[AGENT][NEUTRAL] Sure, I, I can definitely transfer you, um, OK, so that phone number was [PII] is that the number that you called?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me check here in the insurance card.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yes, I dial number yes.
[AGENT][NEUTRAL] OK, yes, um, and it is a bit confusing, but, uh, to reach you them it's option one, but I can go ahead and transfer you now.
[CUSTOMER][NEUTRAL] Sure, please transfer my call to that representative, ma'am.
[AGENT][POSITIVE] Of course I'm just gonna put you on a brief hold while I get them on the line for you. Hope you have a great rest of your day, [PII]. Thank you bye bye.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Thank you, [PII]. Bye. Bye. You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree.