AccountId: 011433970860
ContactId: 1a357c77-d306-47bc-b4c4-7040b08907fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168960 ms
Total Talk Time (AGENT): 72690 ms
Total Talk Time (CUSTOMER): 60438 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/1a357c77-d306-47bc-b4c4-7040b08907fb_20250623T14:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. Uh, my name is [PII], and I was calling to see if a reconsideration that we faxed in March was received.
[AGENT][NEUTRAL] Uh, was this regarding a claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, I can check on that for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and it's direct.
[AGENT][NEUTRAL] Thank you. Uh, do you have that policy number?
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Yeah, I have D as in David, 41200014.
[AGENT][NEUTRAL] OK, so that's actually not one of our policy numbers, [PII], that is through, uh, they're called 90 Degree benefits. Uh, I can give you their information and transfer you to them, or if you have the member's social, I can see if they have a policy with us.
[CUSTOMER][NEUTRAL] OK, I do actually have their social. Give me one second.
[AGENT][NEUTRAL] OK, or if it's easier um do you have that original claim number that this was in regard to?
[CUSTOMER][NEUTRAL] Yeah, actually I do have the claim. It is.
[CUSTOMER][NEUTRAL] 202410-070030.
[AGENT][NEUTRAL] OK, so that's gonna be way too long to be one of our claim numbers, so I'm wondering if this is through uh 90 degree, um.
[AGENT][NEUTRAL] Let's see if we can go ahead and try to see if they've got something with us but that claim number is definitely not one of ours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, did you want me to just get you to 903?
[CUSTOMER][NEUTRAL] Yeah, I'm looking out there yeah.
[CUSTOMER][NEUTRAL] Um, actually, I, cause then
[CUSTOMER][NEUTRAL] So the number I called is the same number that's on their card.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Was it the number that ends in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it those prompts are very confusing, so that is the number to reach IMA or 90 Degree, uh, to get to them you would select option one.
[CUSTOMER][NEUTRAL] Ah, got you. OK.
[AGENT][NEGATIVE] Yes, the, the prompts are a bit confusing.
[CUSTOMER][POSITIVE] OK, all right, yeah, but if you could transfer me over there, that would be awesome.
[AGENT][POSITIVE] Of course, absolutely alrighty give me just a moment. I'm just gonna put you on a brief hold. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] All right, thank you, you too.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling 90 if you would like.