AccountId: 011433970860
ContactId: 15cf3e31-8e9e-4a57-a770-4092356174df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130330 ms
Total Talk Time (AGENT): 58681 ms
Total Talk Time (CUSTOMER): 52549 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/15cf3e31-8e9e-4a57-a770-4092356174df_20250131T17:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, Ms. [PII]. This is [PII].
[CUSTOMER][NEUTRAL] I'm calling to check the status of the claim.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the claim status, and did we just speak?
[CUSTOMER][NEUTRAL] Uh, I believe, and I'm not sure why the call is uh still connected to the same department.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the only reason I was asking is so we don't have to verify again. How may I assist you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So see I am taking on claims, but like you said, uh, I don't have option to dial uh uh I don't have, I mean I don't have option to, uh, select 0.
[CUSTOMER][NEUTRAL] Do you happen to have, uh, I mean, do you have
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] When I say member ID, the member ID.
[CUSTOMER][NEUTRAL] Based on the member ID, the payer name is uh Serge with the group number 9476.
[AGENT][NEUTRAL] Right, but this is American Public Life. It's a totally different company.
[AGENT][NEUTRAL] So I'm looking up the number to 90 degree benefits to see if if we have one to help you, but you're, we're not surge, we're APL, American Public Life.
[CUSTOMER][NEUTRAL] 90 degree benefit OK 996.
[CUSTOMER][NEUTRAL] I just, I mean, 90 according to the member ID card, the mem uh 90 degree benefit number is 8008334296 and I'm dialing this the same number based on the member ID card.
[AGENT][NEGATIVE] Right, but you're being redirected to APL. We work with them, but this member doesn't have us, so you're being redirected to APL. So you can choose option one then if 0 is not working, um, but that's the only option that we have. Our phone number here is [PII], so it's not even the number that you're dialing. You're just in the wrong place.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I'll try it again. Thank you.
[AGENT][POSITIVE] All right, you're welcome. Thanks for calling APL.
[AGENT][NEUTRAL] Bye-bye.