AccountId: 011433970860
ContactId: e98e10cf-e0d9-4940-9ee5-adcc51ac2585
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115319 ms
Total Talk Time (AGENT): 53269 ms
Total Talk Time (CUSTOMER): 49043 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/e98e10cf-e0d9-4940-9ee5-adcc51ac2585_20250522T14:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was just, uh, uh, um, I don't know if I got the, the right place, but I'm trying to verify a patient's benefits. I was just on the phone with another person, and she gave me the gave me a phone number dialed it, and it, and I went through the prompts, but I'm back at APL.
[AGENT][NEUTRAL] Oh gosh, OK, I'm sorry, um, did that happen to be, was it 90 degree benefits or uh IMA that they were trying to get you with?
[CUSTOMER][NEUTRAL] It was, it was [PII] that I was trying to verify benefits with, uh, yeah, cause she told me that she can only give me so much information.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Right, OK, so, and it is very confusing those little, um, did she transfer you said I'm sorry.
[CUSTOMER][NEUTRAL] I beg your pardon.
[AGENT][NEUTRAL] You said that she did transfer you?
[CUSTOMER][NEUTRAL] No, she didn't transfer me. I dialed the phone number. She gave me the phone number. I have dialed [PII].
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, so I will say that is the correct number to get to them is option one. Those prompts are very confusing um if you'd like I can uh go ahead and transfer you to them.
[CUSTOMER][NEUTRAL] Please do. you're not transferring me back to you you're transferring me to INA or IMA.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] I am correct and that is the right number again those prompts at the beginning are very confusing um so if you do have to call that number back to reach them, it is option one just so that you are aware.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They're very confusing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty, give me just a moment, I'll put you on a brief hold and get them on the line. No worries, have a great day.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] Thank you you too.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][POSITIVE] Thank you for calling 90 if you would like.