AccountId: 011433970860
ContactId: 6c3ec81a-10d7-4730-b7dc-4182d83e0bdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114440 ms
Total Talk Time (AGENT): 46930 ms
Total Talk Time (CUSTOMER): 32818 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/6c3ec81a-10d7-4730-b7dc-4182d83e0bdf_20250624T14:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from border office. I need to check eligibility.
[AGENT][NEUTRAL] OK, I can check eligibility for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, callback number [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, policy number D as in David 47697213.
[AGENT][NEUTRAL] OK, so [PII], that's not one of our policy numbers that is through they're called 90 degree benefits. I can give you their information and transfer you to them, or if you have the member's social, I could see if they have a policy with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you want me to transfer you to 90 Degree Benefits?
[CUSTOMER][NEUTRAL] Yeah, please. I'm sorry, may I get your name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Did you want their phone number before I transfer you?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and if you call that number you would select option one to reach them.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright, of course, just gonna put you on hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling [PII] if you would like to