AccountId: 011433970860
ContactId: 7e218d48-98a4-4c9f-8821-d5aa288abec6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179500 ms
Total Talk Time (AGENT): 85805 ms
Total Talk Time (CUSTOMER): 81960 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/7e218d48-98a4-4c9f-8821-d5aa288abec6_20250109T14:50_UTC.wav
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[CUSTOMER][NEUTRAL] a
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is Tr[PII]How can I help you?
[CUSTOMER][NEUTRAL] Hi, I need to check eligibility on a patient.
[AGENT][NEUTRAL] OK, are you needing only eligibility and not benefits? Is that correct?
[CUSTOMER][NEUTRAL] I have my INR.
[CUSTOMER][NEUTRAL] Yes ma'am, only eligibility.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] This is Gu[PII].
[AGENT][NEUTRAL] I'm sorry, what was your first name again?
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] Gu[PII].
[CUSTOMER][NEUTRAL] And you want to do the 1st 8:[PII].
[AGENT][NEUTRAL] In Gu[PII]what is the callback number for you?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 80[PII]
[AGENT][POSITIVE] [PII]hank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] Um, policy number is D43732202.
[AGENT][NEUTRAL] OK, now thank you Gu[PII]but that is not an American public life policy number. That would be a 90 degree benefit number. Does the member also have a policy with our company?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's this, this is the um number that it had on the back of the card.
[AGENT][NEUTRAL] What number was that? 80[PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][NEUTRAL] No, ma'am, 80[PII].
[AGENT][NEUTRAL] OK, yes, ma'am. Well, when you call that number, depending on your need as to which option you should select. Now if they do not have a policy with APL, it would be option one, but I'll be happy to uh try and connect you if you would like.
[CUSTOMER][NEUTRAL] OK, yes, ma'am, please.
[AGENT][NEUTRAL] OK. Well, is there anything else I can help you with first?
[CUSTOMER][NEUTRAL] No, ma'am, that will be it.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL. I hope you have a very nice day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEUTRAL] Thank you for calling IMA, a 90 Degree Benefits Company, the administrator for benefits in a card members.
[CUSTOMER][NEUTRAL] 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. 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 back to you as soon as possible. Thank you for your understanding and patience.
[AGENT][NEUTRAL] OK, Gu[PII]it is picking going to their voicemail stating that all agents are busy at the moment and asking for you to leave a voicemail so I was before I just released you to that, I wanted to let you know that.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] OK, so would you like to leave a voicemail or would you just like to try back? That's up to you. I just didn't want to drop you into voicemail. OK, then. Well, uh, again, thank you for.
[CUSTOMER][NEUTRAL] Yeah, I'll call back.
[CUSTOMER][POSITIVE] I'll call back it's OK, thank you.
[AGENT][POSITIVE] You're welcome and have a nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.