AccountId: 011433970860
ContactId: 91217dcf-95d8-446f-b342-b63ca35f5e95
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118260 ms
Total Talk Time (AGENT): 26148 ms
Total Talk Time (CUSTOMER): 25901 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/91217dcf-95d8-446f-b342-b63ca35f5e95_20250421T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I was trying to see did I have the right number. I was trying to uh get my dental, my dental, uh, information. Is this the right number?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, it could be. Do you have, what card do you have?
[CUSTOMER][NEUTRAL] I got the 90 degree card benefit card, so I'm not sure if this is the right card.
[AGENT][NEUTRAL] OK, let me, let me check for you. I think there might be um a 90 degree number to call, um.
[AGENT][NEUTRAL] OK, so I can transfer your call to it looks like IMA for 90 degrees, um, just one moment, OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[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 directed to the appropriate party.