AccountId: 011433970860
ContactId: afaab81d-5b22-4022-abe3-54bd0e71b6d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123339 ms
Total Talk Time (AGENT): 60504 ms
Total Talk Time (CUSTOMER): 50227 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/afaab81d-5b22-4022-abe3-54bd0e71b6d8_20250402T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I signed up for the behavioral health benefit, but is that only for virtual counseling or will it cover my nurse who prescribed my behavioral health meds?
[AGENT][NEUTRAL] OK, um, I can check your benefits for you. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] Um, and the only policy number I have is my medical policy. I didn't get a uh card for the behavioral health, so I have D as in David, 488.
[CUSTOMER][NEUTRAL] 00029
[AGENT][NEUTRAL] OK, Ms. [PII], and what is your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. OK, so uh what I'm going to need to do, Ms. [PII], is I will need to transfer you on over to IMA 90 degree benefits so you can get your benefit information.
[AGENT][NEUTRAL] I'm gonna give you that phone number just in case the call gets dropped while I'm transferring you you have it, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be great.
[AGENT][NEUTRAL] Uh, that, yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] OK, and what is that number?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] And then once you get into the the phone answers, you're going to choose option one.
[CUSTOMER][POSITIVE] Option one. OK, thank you so much.
[AGENT][POSITIVE] Yes, ma'am. You're welcome but I'm gonna go ahead and transfer you now so that you can get the help that you need, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am. You, you're welcome. You have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. If you would like to