AccountId: 011433970860
ContactId: 3932ca95-accc-4a28-bee3-c4170f49e370
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227320 ms
Total Talk Time (AGENT): 82848 ms
Total Talk Time (CUSTOMER): 75152 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/3932ca95-accc-4a28-bee3-c4170f49e370_20250512T14:16_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from office speaking for patients eligibility.
[AGENT][POSITIVE] OK, I'm so sorry. Can you spell your name for me?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII].
[AGENT][NEUTRAL] [PII]. OK, [PII], thank you. And your callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] Yeah. The number's policy is D as in David 42026694.
[AGENT][NEUTRAL] OK, now thank you [PII], but that is not an APL policy number, that is a 90 degree benefit number. Were you trying to reach APL or 90 degree benefits?
[CUSTOMER][NEUTRAL] Sorry, I can't catch you.
[AGENT][NEUTRAL] That's not my company's policy number. That is for 90 degree benefits.
[AGENT][NEUTRAL] Were you trying to reach 90 degree benefits or APL?
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] No, in my system, the number is shows that's only.
[AGENT][NEUTRAL] What phone number did you try?
[AGENT][NEUTRAL] What, what's the number you called?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The number is [PII].
[AGENT][NEUTRAL] OK, so on my member's ID card, [PII], there should be another policy number.
[AGENT][NEUTRAL] Not the member ID but another policy certificate number or policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Mm, yeah, OK. I try. Thank you for asking me. Have a nice day.
[AGENT][NEUTRAL] OK. Do you have that number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is the other number on the ID card?
[CUSTOMER][NEUTRAL] Mm, it's 180083-34296. Is it correct?
[AGENT][NEUTRAL] No, sir, on the, no, sir, on the one, OK, for the D number, that [PII] would be the correct number?
[AGENT][NEUTRAL] Now I can transfer you if you would like, and it's option one.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Mhm, OK.
[AGENT][NEUTRAL] And is there anything else that I could help you with first, [PII], before I connect you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Yeah, no, thank you for asking me.
[AGENT][POSITIVE] You're very welcome and thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Yeah, you do.
[AGENT][POSITIVE] Uh-huh, thank you so much. So one moment.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. The ads if you would like to participate in a
[CUSTOMER][NEGATIVE] The person you are trying to reach is currently unavailable.
[CUSTOMER][NEUTRAL] Please leave a message after the tone.
[CUSTOMER][NEUTRAL] When you have finished, please.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits. If you would like to participate, all agents are currently.