AccountId: 011433970860
ContactId: d6997dd1-67e8-4110-9b79-ce4509a4ce2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74760 ms
Total Talk Time (AGENT): 15229 ms
Total Talk Time (CUSTOMER): 39830 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/d6997dd1-67e8-4110-9b79-ce4509a4ce2c_20250530T15:22_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] It's just not 90 degree because I don't been here.
[AGENT][NEUTRAL] No, ma'am. Um, did you call the [PII]?
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Yeah, [PII] that's the name the guy the guy told me.
[CUSTOMER][NEUTRAL] And then they get, they don't give you the three options, some option about some of the insurance I have no idea about and then they said something about for APL I guess uh for hospital and something. So I'm like which option should you be even picking?
[AGENT][NEUTRAL] Uh, it should be option one.
[CUSTOMER][NEUTRAL] 1 or 2?
[AGENT][NEUTRAL] Option one
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So should I, uh, can you transfer me back or do I need to call back and just choose option one?
[AGENT][NEUTRAL] Uh, I can transfer you. Hold on one moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits. If you would like to participate in a quick survey after the call to rate your.