AccountId: 011433970860
ContactId: 1f676b00-aef7-4279-a0e6-7aedb796597d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164179 ms
Total Talk Time (AGENT): 58083 ms
Total Talk Time (CUSTOMER): 62999 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/1f676b00-aef7-4279-a0e6-7aedb796597d_20250206T20:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, hi. Um, is this, um, 90 Degrees Health Insurance?
[AGENT][NEUTRAL] No, this is APL American Public Life Insurance.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Are you trying to get in contact with 90 Degrees?
[CUSTOMER][NEUTRAL] This is different from.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, yeah, yeah, it is different. Um, I can go ahead and transfer you over to 90 Degrees. Um, let me go ahead and get their information pulled up. One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. And may I have your name?
[CUSTOMER][NEUTRAL] Uh, for [PII].
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And just in case we get disconnected, let me have a callback number, Mister [PII].
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK, bear with me, I'm waiting on the system. OK.
[AGENT][NEUTRAL] Alright, so 90 degrees number is going to be 1-800833-4296. Again, 1800-833-4296. Do you need me to transfer you over?
[CUSTOMER][NEUTRAL] Yeah, can you transfer me over?
[AGENT][NEUTRAL] Yeah, sure, yes. I, is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] Is it possible?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon. One moment, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in the card members.
[CUSTOMER][NEUTRAL] Please select from the following options to ensure you are directed to the appropriate party to answer your questions.
[CUSTOMER][NEUTRAL] For questions on IMA Mac wellness, MVP plans, or COBR enrollment, please press 1.
[CUSTOMER][NEUTRAL] For questions on the APL hospital indemnity plans or dental coverage, please press 2.
[CUSTOMER][NEUTRAL] For questions on the vision plan, please press 3.
[CUSTOMER][NEUTRAL] If you are an employee and you have questions on your active enrollment, please press 4.
[CUSTOMER][NEUTRAL] 90 Degre Benefits, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, uh, I, I have a question about the, the, the Emmys.