AccountId: 011433970860
ContactId: 4652876d-f6a9-479e-b9ec-f0e85c5d293d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323640 ms
Total Talk Time (AGENT): 96789 ms
Total Talk Time (CUSTOMER): 67680 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/4652876d-f6a9-479e-b9ec-f0e85c5d293d_20250422T17:37_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], [PII] this side calling from Pro office looking for the claim status.
[AGENT][NEUTRAL] OK. Did you say your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you're needing claim status, is that correct, [PII]?
[CUSTOMER][NEUTRAL] Right, right.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And how many claims, [PII], do you have to check status on?
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] OK, yes, sir. What is that member's policy number, please?
[CUSTOMER][NEUTRAL] Uh, D as in Delta 437.
[CUSTOMER][NEUTRAL] 22314
[AGENT][NEUTRAL] OK, now, thank you, but [PII], that is not an APL policy number, that is for IMA or 90-degree benefits. Does the member also have a policy with APL or were you trying to reach 90 degree benefits?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, I'm trying to call to IMA.
[AGENT][NEUTRAL] OK, so the phone number for IMA is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] option one. But I'll be happy to connect you if you would like.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so is there anything else I could help you with?
[CUSTOMER][POSITIVE] [PII], thank you very much.
[AGENT][NEUTRAL] First, before I connect you.
[AGENT][POSITIVE] OK, well, you're welcome, [PII], and thank you for calling AP. I hope you have a very nice day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members.
[CUSTOMER][NEUTRAL] If you would like to participate in a quick search, all agents are currently assisting other callers.
[CUSTOMER][NEUTRAL] Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.
[CUSTOMER][POSITIVE] We appreciate your patience.
[CUSTOMER][POSITIVE] Please remain on the line and we will be with you shortly.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII] calling with from 9 of your benefits. Can I help you?
[AGENT][NEUTRAL] Yes, this is [PII] with APL. How are you today?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm doing fine, thank you so I have a provider on the line who was actually trying to reach you all but he selected the wrong option.
[AGENT][NEUTRAL] And he is calling for claim status, he says, and his name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And he says he was not trying to reach us. He was indeed trying to reach you all.
[CUSTOMER][NEUTRAL] That has happened quite a few times today.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] It well, it happens a lot every day. All right. So are you ready to speak to him?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I bet yeah if you wanna transfer him over.
[AGENT][POSITIVE] OK, [PII]. Well, thank you and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.