AccountId: 011433970860
ContactId: 5d62a39e-0a22-4f19-977c-7864b84b426a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245279 ms
Total Talk Time (AGENT): 112312 ms
Total Talk Time (CUSTOMER): 87369 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/5d62a39e-0a22-4f19-977c-7864b84b426a_20250604T17:54_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] Hey this is [PII] from out of office. I'm looking for a little bit of information for medical.
[AGENT][NEUTRAL] I'm sorry, did you say that you were needing eligibility information, is that correct?
[CUSTOMER][NEUTRAL] Yeah. Yeah.
[AGENT][NEUTRAL] Yes, I can help you with that. And did you say that your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, and my last name should have got some facts.
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII], thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah our callback number is [PII].
[AGENT][NEUTRAL] OK, did you say [PII]? Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Our callback number is [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you. And the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, the member ID so.
[CUSTOMER][NEUTRAL] D as in Delta 49100065.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not an APO policy number, that is for IMA or 90 degree benefits. Were you trying to reach 90 degree benefits?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] OK, then I need the APO policy number because that's another company's information. I can't look anything up with that number.
[CUSTOMER][NEUTRAL] So this policy number is uh uh we can.
[CUSTOMER][NEUTRAL] Get eligibility information from the 90, right.
[AGENT][NEUTRAL] OK, are you trying 90 degree benefits? Is that who you were trying to reach?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Who are you trying to call then, [PII]?
[CUSTOMER][NEUTRAL] So this is not your policy right right.
[AGENT][NEGATIVE] [PII], your voice is cutting in and out, and I'm having a lot of trouble understanding you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now am I audible?
[AGENT][NEUTRAL] That's better at the moment. What company are you trying to reach?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Is this the IMA?
[AGENT][NEUTRAL] OK, I am not with IMA. Did you call [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Would you say once again?
[AGENT][NEUTRAL] Is that the
[AGENT][NEUTRAL] What phone number did you call to reach me?
[CUSTOMER][NEUTRAL] But it's a all
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] is for American Public Life Insurance.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that to that should I call to get eligibility information. Could you please provide a phone number?
[AGENT][POSITIVE] If you only have that D number, it is [PII] option one, and I'll be happy to connect you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, OK, thank you, thank you so much. Have a nice day.
[AGENT][POSITIVE] OK. All right. Well, you're very welcome. Can I help you with anything else before I do that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's it at all. Could you please join me?
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] How do you spell it? [PII], right?
[AGENT][NEUTRAL] And if you
[AGENT][NEUTRAL] The last letter is an [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And you, OK, you're welcome. Yes, sir, I will, and thank you again for calling APL. Have a wonderful day.
[CUSTOMER][POSITIVE] Thank you, thanks so much we return to this call.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, yeah, bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] Thank you for calling. If you would like to participate, all