AccountId: 011433970860
ContactId: a159f3a0-c434-4189-be83-b25bacf7e91b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346089 ms
Total Talk Time (AGENT): 177743 ms
Total Talk Time (CUSTOMER): 111610 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/a159f3a0-c434-4189-be83-b25bacf7e91b_20250306T15:17_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I just have a quick question.
[AGENT][NEUTRAL] OK. [PII], did you say your last name is [PII]?
[CUSTOMER][NEUTRAL] Uh, I'm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. All right. And how can I, well, first off, [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you and how can I help you today?
[CUSTOMER][NEUTRAL] I just received this card yesterday in the mail and I just wanted a better understanding on what it was.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, so you've received an ID card from APL course and you're wanting to verify what that's for, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, so I can help you with that. And what is that?
[CUSTOMER][NEUTRAL] But I have it through the chimp.
[CUSTOMER][NEUTRAL] I have it through the temp agency that I work for and I just wanted to know like what did it cover.
[AGENT][NEUTRAL] Yes, sir, I can help you. And [PII], what is the policy number?
[CUSTOMER][NEUTRAL] Uh, give me one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number
[CUSTOMER][NEUTRAL] Oh, let's see.
[CUSTOMER][NEUTRAL] Reporting
[CUSTOMER][NEUTRAL] Where would the policy the policy number be?
[AGENT][NEUTRAL] It's gonna be on the front of the ID card. You said you received an ID card. Is that correct?
[CUSTOMER][NEUTRAL] Yes, I, I received a member.
[CUSTOMER][NEUTRAL] A search member ID card.
[AGENT][NEUTRAL] OK, so there should be if it has American Public Life on it, it should also have like a policy certificate.
[CUSTOMER][NEUTRAL] American public life. Let me see.
[CUSTOMER][NEUTRAL] I'm not seeing nothing that says that.
[AGENT][NEUTRAL] OK, what is your full social [PII] so that I can try and look up your information.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. So one moment please.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. So again, that's [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, now I'm not able to access anything in our system here at APL.
[AGENT][NEUTRAL] Mr. [PII], for you on that ID card, what what phone number did you call to reach me today?
[CUSTOMER][NEUTRAL] Uh, it says 90 degree benefits.
[AGENT][NEUTRAL] OK, so did you call an [PII] number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, so you just selected um the incorrect option you would need to select option one.
[AGENT][POSITIVE] To reach 90 degree benefits, but I'll be happy to connect you over with them if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Well, you're welcome and again should we get disconnected for some reason during the call, uh, just call the same number back and again select option one.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome and thank you again for calling APL. I hope you have a very nice day.
[CUSTOMER][POSITIVE] I will, you too.
[AGENT][POSITIVE] Yes, sir. Thank you. One moment.
[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 to answer your questions. For questions on IMA Mac Wellness.
[CUSTOMER][NEUTRAL] 93 Benefits. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, [PII], it's [PII] at APL. How are you today?
[CUSTOMER][POSITIVE] OK. I'm all right. How are you?
[AGENT][POSITIVE] I'm glad it's Friday eve as I call Thursday.
[CUSTOMER][NEUTRAL] Me too, me too, girl.
[AGENT][NEUTRAL] So I have a gentleman on the line, um, he doesn't have a policy in our system, but he received an ID card and it just has your information on it. He selected the wrong option on the, on the, uh,
[AGENT][NEUTRAL] Phone number when he called in, but the gentleman's name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And his callback number is [PII].
[CUSTOMER][NEUTRAL] Oh, I'm sorry, can you repeat that? I was in the wrong place.
[AGENT][NEUTRAL] Uh-huh. You're OK, [PII].
[AGENT][NEGATIVE] [PII] and I feel like I've been in the wrong place all week.
[CUSTOMER][NEUTRAL] Girl, me too. I can't wake up this morning. I, I need a lot more coffee.
[AGENT][NEUTRAL] Oh really, I guess.
[AGENT][NEGATIVE] I'm struggling. This week's been a struggle. It's been real.
[CUSTOMER][NEUTRAL] It really has. It really has.
[AGENT][NEUTRAL] Yeah, it has. So anyway.
[CUSTOMER][NEUTRAL] All right, girl.
[AGENT][NEUTRAL] OK. Well, are you ready to speak to Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, I guess so.
[AGENT][NEUTRAL] All right then. We don't have much longer. Hang in there, you too. OK, me too, a thread, but I'm hanging.
[CUSTOMER][POSITIVE] All right, have a good one. That's right. I'm hanging.
[CUSTOMER][POSITIVE] All right, thanks.
[CUSTOMER][NEUTRAL] Right. Exactly.
[AGENT][POSITIVE] OK. Well, have a wonderful day if I don't talk to you again.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You too, [PII]. Thank you. You're welcome. All right, bye.
[AGENT][POSITIVE] Thanks. OK, [PII], bye-bye.