AccountId: 011433970860
ContactId: 7d1fe2e0-340c-45f3-a1dd-1231cc05b72d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219889 ms
Total Talk Time (AGENT): 126909 ms
Total Talk Time (CUSTOMER): 74814 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/7d1fe2e0-340c-45f3-a1dd-1231cc05b72d_20250306T18:15_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, my name is [PII] calling from Lawrenceville Foot and Ankle specialist needing to get eligibility and benefits for patients.
[AGENT][NEUTRAL] OK, so [PII], you're needing eligibility and benefits for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yes, ma'am, I can help you with those things. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] D as in Delta 43509998.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not the policy number for American Public Life. There should be another number on the member's ID card that has policy certificate or certification.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] That is the only number that is on the card, interesting.
[AGENT][NEUTRAL] Does it, does it state on that card, American Public Life?
[CUSTOMER][NEUTRAL] No, it does not. It says call 90 degree benefits at [PII].
[AGENT][NEUTRAL] OK, so on that, when you call that number, that is the correct number for um 90 degree benefits depending on the option that you select, [PII], as to where it will route your call. So when you call that number, option one.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Would be what you would press for this uh particular number if it doesn't indicate that they have a a policy with us as well. So would you like for me to connect you with 90 degree benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] OK. Well, I'll be happy to do that. Is there anything else that I could help you with before I do?
[CUSTOMER][POSITIVE] I know, this was it. Thank you.
[AGENT][POSITIVE] OK, well, you're certainly very welcome and thank you again for calling APL. I hope you have a very nice afternoon.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Yes ma'am, you're welcome. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.
[CUSTOMER][NEUTRAL] 90 Degree Benefits, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII].
[CUSTOMER][NEUTRAL] Hi girls.
[AGENT][NEUTRAL] Hey girl again. OK. Yes, it is. If I, if I don't talk to you, then I don't talk to you. If I talk to you once, I'm gonna talk to you a bunch.
[CUSTOMER][NEUTRAL] It's gonna be one of those days, ain't it?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] Well, I have a provider on the line that says that it doesn't indicate the member has a policy with APL. She was trying to reach any degree benefits, so she just pressed the wrong option. It's what she did, but her name is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good Lord.
[AGENT][NEUTRAL] And the phone number for her is [PII].
[CUSTOMER][NEUTRAL] All right. You can send her over.
[AGENT][POSITIVE] Thank you so much. And again, have a great afternoon or I'll talk to you in a little while. OK, [PII]. Yeah. OK. Bye-bye. You're welcome.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] You too. Thank you. Probably so. All right. Thank you. All right, bye.