AccountId: 011433970860
ContactId: cd8db74b-a1ba-45ab-aa4f-be994dbf1032
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96900 ms
Total Talk Time (AGENT): 42019 ms
Total Talk Time (CUSTOMER): 29810 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/cd8db74b-a1ba-45ab-aa4f-be994dbf1032_20250424T17:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to verify the claim status.
[AGENT][NEUTRAL] OK, 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] Yeah, [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, it's D as in Delta 47305927.
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers, [PII]. That is through, uh, they're called 90 degree benefits. Um, I can give you their phone number and I can transfer you to them if you'd like.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK, uh, one moment.
[AGENT][NEUTRAL] Uh, so that phone number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. And if you call that number, you would select option one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you want me to go ahead and transfer you?
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][POSITIVE] OK, 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] Yeah, thank you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Bene. If you would like to.