AccountId: 011433970860
ContactId: 673d5d1e-d3cd-4186-a694-8c64bc9f08b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145039 ms
Total Talk Time (AGENT): 70756 ms
Total Talk Time (CUSTOMER): 51571 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/673d5d1e-d3cd-4186-a694-8c64bc9f08b8_20250609T19:28_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] Uh, hi [PII], this is [PII] from Blackstone Medical Services, and I'm calling you regarding benefits and eligibility for a home sleep study, please.
[AGENT][NEUTRAL] OK, did you say your name is [PII]? Is that correct? Or is your first name [PII] and last name [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, my name is [PII].
[AGENT][NEUTRAL] [PII]? OK. I'm so sorry. I totally misheard that. I don't know. Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Yes, do you want me to spell it for you?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII].
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] It is D 437-02812.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not uh the policy number for American Public Life. That is a 90 degree benefit or IMA number.
[AGENT][NEUTRAL] Were you trying to reach 90-degree benefits or were you trying to reach American public life?
[CUSTOMER][NEUTRAL] Uh, I was trying to reach 90 degree benefits.
[AGENT][NEUTRAL] OK. Did you call [PII]?
[CUSTOMER][NEUTRAL] Uh, sorry, it is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir. [PII]. Is that the number you called today?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, so for 90 degree benefits, it's option one. You selected option 2, which brought you here to APL.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] But I'll be happy to connect you if you would like.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Yeah, please thank you I appreciate it.
[AGENT][POSITIVE] OK. Well, you're very welcome. Is there anything else that I can help you with this afternoon?
[CUSTOMER][POSITIVE] Um, no, that will be all. Thank you so much for your help.
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling ATL. So one moment please and I'll get you connected.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. If you would like all ages.