AccountId: 011433970860
ContactId: 2d7c3069-a4a9-4118-b1c2-9a8a1a4dec33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181080 ms
Total Talk Time (AGENT): 77362 ms
Total Talk Time (CUSTOMER): 90688 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/2d7c3069-a4a9-4118-b1c2-9a8a1a4dec33_20250408T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I have a benefits and a card from Oxford as my employer.
[CUSTOMER][NEUTRAL] The group number is 9255 I think um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Actually that ain't it, but I can't get into the the 90 degree website.
[CUSTOMER][NEGATIVE] Because and uh I really don't know what my coverage is who what doctors I can go to, what's allowed, what's not, and I tried to get in there and it, it just uh and set up an account and it didn't know me.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, so if it's for 90 degrees, I don't have access to any of that as this is American Public Life, but I can transfer you to them unless you mean our website.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, well, there's like 42 different people on this benefits and a card which how much of a benefit it is.
[AGENT][NEUTRAL] I know uh with this, uh, I, that is very true.
[AGENT][NEGATIVE] I know the multi plans are extremely confusing.
[CUSTOMER][NEUTRAL] Um, so I don't know, I don't know, I don't know where I'm going or just, just look at it like this, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Several states, several states from home, [PII] old. I need to go to the doctor and I don't know what doctors I can go to. I don't know what's paid, what's not, and I got the card here and I try to go online. It doesn't know and I'm calling random numbers that don't answer because it says right here 9590 degree benefit. I must have called the wrong number. I called [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, well, not necessarily, yes, OK, that's what I was about to say again we're adding to the confusion of this, um, so their prompts are very confusing, um, so it is that number however to reach 90 degrees I believe they're option one, let me see, yes, so 90 degrees would be option 1 for that phone number. I know one can send you to us as well.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So from what I understand.
[CUSTOMER][NEUTRAL] Well yeah if you could shoot me over there that'd be great but I'll just call back.
[AGENT][NEUTRAL] Absolutely, just so you know, um, and of course I'm, I'm not sure I'm one little cog in that entire system, but from what I understand, uh, 90 degree is the part that's more for wellness benefits and such.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] OK, well good thank you.
[AGENT][NEUTRAL] Alrighty, do you want me to go ahead and transfer you to them?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, I'm just gonna put you on a hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you so much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. If you would like to