AccountId: 011433970860
ContactId: fdc5fb85-57c5-4b44-aa9c-c1f3065b832c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121639 ms
Total Talk Time (AGENT): 36590 ms
Total Talk Time (CUSTOMER): 39861 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/fdc5fb85-57c5-4b44-aa9c-c1f3065b832c_20250509T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from [PII] So first to check on a claim status.
[AGENT][NEUTRAL] Can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] May I know your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, the policy.
[CUSTOMER][NEUTRAL] Hello? Can you hear me?
[AGENT][NEUTRAL] I'm waiting for the policy number.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I can hear you. I'm asking for the policy number.
[CUSTOMER][NEUTRAL] The policy ID is D as in Delta.
[CUSTOMER][NEUTRAL] D as in Delta 42026474.
[AGENT][NEUTRAL] OK, do you have a copy of the medical ID card?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, do you see another number on the card, a policy er number?
[AGENT][NEUTRAL] That begins with a 0?
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, and what phone number did you dial?
[CUSTOMER][NEUTRAL] I don't have any number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that number is 290 Degrees. Uh, you've reached American Public Life. Would you like for me to transfer you over to that location?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, go ahead. Before that, can I get the contact number? OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's the number that you just gave me.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] OK. Could you please transfer the call?
[AGENT][POSITIVE] Uh-huh, one moment. Thanks for calling APL with no other questions, have a good day, [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.