AccountId: 011433970860
ContactId: d6997573-e6aa-4325-81f2-d463919007e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142279 ms
Total Talk Time (AGENT): 61955 ms
Total Talk Time (CUSTOMER): 39104 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/d6997573-e6aa-4325-81f2-d463919007e7_20250305T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to see if under my insurance plan, is there anything different coverage wise for prenatal care?
[AGENT][NEUTRAL] If it covers what I'm sorry?
[CUSTOMER][NEUTRAL] If there's any any prenatal care.
[AGENT][NEUTRAL] Prenatal. OK, sorry about that. um, I can get that policy pulled up and we will take a look. What was your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], last name [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is that the number that starts with a D?
[AGENT][NEUTRAL] Um, if that's the only policy number you see, that's going to be through, um, 90 Degrees. Uh, that's not one of our policy numbers, but if you'd like, I can get you their information, um, or transfer you to them, or I can search, uh, if you have a policy with us, I can start using your social.
[CUSTOMER][NEUTRAL] Yeah, can you transfer me there please?
[AGENT][NEUTRAL] Sure, give me just a moment. I can give you that phone number as well just in case there's a disconnect.
[AGENT][NEUTRAL] OK, did you want me to give you their phone number first or did you want me to just go ahead and transfer you?
[CUSTOMER][NEUTRAL] Is it the [PII] number?
[AGENT][NEUTRAL] Uh, [PII], yes, so and it is a bit confusing when you call that with the options, so to get to uh 90 degrees, that's you're gonna select option one.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] The option one, OK, thank you.
[AGENT][NEUTRAL] Yes, you're welcome. Did you want me to transfer you?
[CUSTOMER][POSITIVE] Yeah, please, thank you.
[AGENT][POSITIVE] OK, of course I'm just gonna put you on a brief hold. Hope you have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits.