AccountId: 011433970860
ContactId: d0d15fa8-f1f9-4836-90aa-a51bbd8f7625
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108919 ms
Total Talk Time (AGENT): 51472 ms
Total Talk Time (CUSTOMER): 32609 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/d0d15fa8-f1f9-4836-90aa-a51bbd8f7625_20250305T16:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I wanted to see if you could review a claim for me.
[AGENT][NEUTRAL] I'm checking a claim for you, uh, [PII], are you the insured or are you with a provider?
[CUSTOMER][NEUTRAL] I'm with a provider.
[AGENT][NEUTRAL] OK, uh can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it is D 476-918-85.
[AGENT][NEUTRAL] OK, so that's not one of our policy numbers, [PII] that is through, uh, they're called 90 Degrees. Um, if you wanted, I could give you their information and transfer you to them, or if you have their social, I could see if they have a policy with us.
[CUSTOMER][NEUTRAL] Um, if you could transfer me to the 90 degrees, I guess is just the only number I could find the card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, give me just a moment. Did you want me to give you that phone number uh before I transfer you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, that phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and to get to 90 degrees you would select option one.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course did you want me to go ahead and transfer you now?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Alright, I'm just gonna put you on a hold while I get them on the line. I hope you have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling 90 all agents.