AccountId: 011433970860
ContactId: fb0f2d27-9a03-4284-9d2f-5208bf7cf05a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154360 ms
Total Talk Time (AGENT): 69185 ms
Total Talk Time (CUSTOMER): 65742 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/fb0f2d27-9a03-4284-9d2f-5208bf7cf05a_20250529T18:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I'm sorry, what did you say your name was?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, OK. How are you today?
[AGENT][NEUTRAL] I'm doing alright how are you?
[CUSTOMER][NEUTRAL] Good, I don't know if I'll press the right button, but I'm trying to call about a claim um that was denied and I just wanna ask about it so what do I need to give you to start off?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, I can get you clarification regarding that claim. Um what was your name please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What was your last name, [PII]?
[CUSTOMER][NEUTRAL] Uh, sellers, [PII]
[AGENT][POSITIVE] Thank you, uh, and then before we go any further, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, OK, uh, [PII].
[AGENT][NEUTRAL] Thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] I do. It's um D as in dog 43728858.
[AGENT][NEUTRAL] OK, so, um, a little bit of confusion there, uh, that policy number isn't through us, they're called uh 90 degree benefits, so it's possible you do have a policy with us, um, it's just gonna be a different policy number as this is part of a multi plan.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah, I, I, I, yeah, I wasn't sure that's why I say I think I might have pressed the wrong button, but um.
[AGENT][NEUTRAL] Sure. Oh, I see.
[AGENT][NEUTRAL] Yes, those those prompts are pretty confusing. So um the number that you called, um, let me make sure it's the right one. Let's see.
[CUSTOMER][NEUTRAL] So which
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] OK, did you call the [PII]?
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] OK, so, uh, 90 degree benefits that would be option one.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEGATIVE] Uh, the prompts are a bit confusing.
[CUSTOMER][NEUTRAL] OK, can you transfer me or do I need to call back?
[AGENT][POSITIVE] Sure, absolutely, no, ma'am, I can go ahead and transfer you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for if you would like to