AccountId: 011433970860
ContactId: 53b13cdb-034a-4e23-b4d2-e828914d4ce9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187729 ms
Total Talk Time (AGENT): 88375 ms
Total Talk Time (CUSTOMER): 66926 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/53b13cdb-034a-4e23-b4d2-e828914d4ce9_20250310T12:22_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] from Mo and I, I need a member eligibility, please.
[AGENT][NEUTRAL] OK, I'm so sorry, but I did not understand your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], thank you. And you're needing to verify eligibility only, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And you mean, what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What were the 3, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] D for David, 41203476.
[AGENT][NEUTRAL] OK, now, thank you, but I mean, that is not the APL policy certificate number, that is a 90 degree benefit number. Were you trying to reach APL or 90 degree benefits?
[CUSTOMER][NEUTRAL] Uh, 90 degree benefits.
[AGENT][NEUTRAL] OK, so did you call an [PII] number?
[CUSTOMER][NEUTRAL] And then, um,
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, so depending on the option that you select when you call that phone number, [PII], um, as to what location it will take you to, I will be happy to connect you over with them, but their option is [PII] at that phone number.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK. Well, you're certainly welcome. So is there anything else that I can help you with today before I transfer you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, that's it for now.
[AGENT][POSITIVE] OK. Well, thank you so much then for calling APO and I hope you have a very nice day.
[CUSTOMER][POSITIVE] You have a great day.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Thank you for calling IMA. Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. Please select from the following options to ensure you are directed to the appropriate party to answer your questions. For questions on IMA Mac Wellness, we're sorry, but all agents are currently unable to take your call. Please leave a detailed message after the beep, and we will get.
[AGENT][NEUTRAL] OK, [PII], this is still [PII] and it is going to a voicemail asking you to leave a message for someone to return your call. Would you like to do that or would you like to just try back?
[CUSTOMER][NEUTRAL] Uh, I will call back, I guess they're not ready yet.
[AGENT][NEUTRAL] OK, well, is there again, anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, that's it for now. Thank you so much.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. And again, have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.