AccountId: 011433970860
ContactId: fa1802af-99a4-4949-aece-7dddff699b1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253279 ms
Total Talk Time (AGENT): 55785 ms
Total Talk Time (CUSTOMER): 81369 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/fa1802af-99a4-4949-aece-7dddff699b1f_20250122T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm needing to speak to someone about my coverage to see what all do I have as well as finding me a doctor.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], what's your policy number?
[CUSTOMER][NEUTRAL] Uh, the letter D, the number 46306739.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what phone number did you dial, [PII]?
[CUSTOMER][NEUTRAL] The this number to call you, the one the lady just told me to call the [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and spell your first and last name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEGATIVE] You're supposed to get me to the customer service.
[AGENT][POSITIVE] Yes, I can help you. You're in the right place.
[AGENT][NEUTRAL] What type of policy do you have, S [PII]?
[CUSTOMER][NEUTRAL] Uh, that's what I'm trying to figure out what coverage do I have? Uh, I thought I had vision and dental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, what state do you live?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In [PII], OK, hold the line for me, uh, one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Hm, you don't wanna write this stuff down.
[CUSTOMER][NEGATIVE] Shit.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card member.
[CUSTOMER][NEUTRAL] 90 Degree Benefits. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. I have a policyholder on the uh on the, on the line.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Phone line, let's just mix it together.
[AGENT][NEUTRAL] Um, she gave me, uh, D as in David.
[AGENT][NEUTRAL] 463
[AGENT][NEUTRAL] 06739.
[AGENT][NEUTRAL] And that's for a [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] My fingers will work. OK, I got her. Yeah, she just has the Mac plan. Do you have a callback number for the provider or you said it was the member or the provider?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's, it's the member and I, yeah, her number is [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] [PII]. All right. You can send her to me.
[AGENT][POSITIVE] All right. Thank you. Here she comes.
[CUSTOMER][POSITIVE] All right. You're welcome. Have a good day.
[AGENT][NEUTRAL] Bye-bye.