AccountId: 011433970860
ContactId: 0c0dd4df-d861-4d40-91ef-5dccb93ec89a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134160 ms
Total Talk Time (AGENT): 61241 ms
Total Talk Time (CUSTOMER): 49707 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/0c0dd4df-d861-4d40-91ef-5dccb93ec89a_20250506T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from UCR Health provider's office. I'm not sure if I'm in the right section. I didn't really hear the prompt I needed on the automated line.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's OK. What can we help you with?
[CUSTOMER][NEUTRAL] I just needed to check claim status.
[AGENT][POSITIVE] OK, I can check on a client for you for sure. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then uh you have the policy number?
[CUSTOMER][NEUTRAL] I'm sorry, what was that? You cut out.
[AGENT][NEUTRAL] Um, uh, the policy number, please.
[CUSTOMER][NEUTRAL] OK, D as in David, 46401159, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's actually not one of our policy numbers [PII] that is through uh the benefits. Um, I can get you their information and transfer you or if you have the member's social, I can see if they have a policy with us.
[CUSTOMER][NEUTRAL] Uh, I don't have the social.
[AGENT][NEUTRAL] OK, did you want me to get you the uh information for 90 Degrees?
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] I called 90 degrees, but I, I just picked an option cause none of them were for medical clinic.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][POSITIVE] I was gonna say it very well.
[AGENT][NEUTRAL] Right, um, did you call the number that ends in [PII]?
[CUSTOMER][NEUTRAL] Um, let me see what I got, yes.
[AGENT][NEUTRAL] OK, yeah, so those prompts are very confusing, um, and one of course sends you directly to us, so to get to 90 degree you would select option one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can just call that number back and hit option one, OK.
[AGENT][NEUTRAL] OK. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Cause that, that option talks.
[CUSTOMER][NEUTRAL] That option talks about enrollment, so I didn't select that one.
[AGENT][NEGATIVE] Yeah, it is very confusing. It happens a lot.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Of course thank you I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks. Bye-bye.