AccountId: 011433970860
ContactId: 815e5f24-9a22-4db2-8c6f-31cdcc4856be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94339 ms
Total Talk Time (AGENT): 45750 ms
Total Talk Time (CUSTOMER): 41226 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/815e5f24-9a22-4db2-8c6f-31cdcc4856be_20250127T22:02_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, so today in the morning I had a bill for 90 degree benefits. Um, I did went to the clinic to get a regular checkup and uh the next day at my work, I was no longer a 90 degree benefits, um.
[CUSTOMER][NEGATIVE] And I had no longer the benefit and I guess it expired and when I went through to use it, I got a bill saying I had to owe 130 which I get it. I was already, it already expired to me, but I wanna pay so I don't get this in the mail again.
[AGENT][NEUTRAL] OK, um, let me do my best to help you. Uh, you're, you're with American Public Life right now though, not 90 degree benefits. Um, can I get you their contact number real quick, my friend?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Alright, yep.
[AGENT][NEUTRAL] And it might have been the number you called. It's the [PII], but when you press option 2, it takes you to APL, which is American Public Life, and you'll wanna press option one, to speak to somebody with the 90 degree benefits.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I'm sorry about that confusion, but is there anything else I can do to help you?
[CUSTOMER][NEUTRAL] Uh, no, that's about all.
[AGENT][POSITIVE] Alrighty so I wish you the best of luck and uh take care and have a fabulous Monday.
[CUSTOMER][POSITIVE] Alright thank you you too.
[AGENT][POSITIVE] My pleasure thanks bye bye.
[CUSTOMER][NEUTRAL] Bye, bye bye