AccountId: 011433970860
ContactId: cee2235f-b132-453b-bfd8-1e069c134b6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159339 ms
Total Talk Time (AGENT): 24271 ms
Total Talk Time (CUSTOMER): 47882 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/cee2235f-b132-453b-bfd8-1e069c134b6b_20250625T14:12_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I am calling out office looking for play status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Uh, policy number.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Uh D means 43302311.
[AGENT][NEUTRAL] You have the last name of the patient?
[CUSTOMER][NEUTRAL] Patient last name [PII].
[AGENT][NEUTRAL] How do you spell it?
[CUSTOMER][NEUTRAL] B for Bravo, I as India Charlie Kilo Hotel Alfa Mary.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] And the first thing?
[CUSTOMER][NEUTRAL] And first name
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm not pulling up that name in our system or um that member ID you gave me is with 90 degree benefits. Do you want me to transfer you over there?
[CUSTOMER][NEUTRAL] OK, please transfer my call correct department.
[AGENT][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Can you repeat that?
[CUSTOMER][NEUTRAL] Please transfer my call.
[CUSTOMER][NEUTRAL] Li representative credit department.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree.