AccountId: 011433970860
ContactId: fa2e921d-4197-4e93-821a-94f9e867765b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147080 ms
Total Talk Time (AGENT): 64828 ms
Total Talk Time (CUSTOMER): 49141 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/fa2e921d-4197-4e93-821a-94f9e867765b_20250424T13:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. My name is [PII] and the last initial is [PII], and I'm calling from broad office to check on the eligibility and benefits.
[AGENT][NEUTRAL] OK, [PII], you're needing eligibility and benefits for a member, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that, [PII] and what is your callback number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][POSITIVE] Thank you and the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, the policy number is D as in Delta 43728801.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not an APL policy number, that is a 90 degree benefit number. Do you know if the member also has a policy with APL or were you trying to reach 90 degree benefits?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yeah, I'm trying to reach the 90-degree benefit.
[AGENT][NEUTRAL] OK, so yes, so well, let me, um, the number for them is 1-800.
[AGENT][NEUTRAL] 8334296, option 1.
[AGENT][POSITIVE] But I'll be happy to connect you if you would like.
[CUSTOMER][NEUTRAL] It's 800833-4296.
[AGENT][NEUTRAL] Option one.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] OK. So can you please connect me with them?
[AGENT][POSITIVE] Yes sir, and the option where you would still let me call that number is one. So if we get disconnected, call that number back and select option one, but I'll be happy to try and connect you.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, one moment, please. Is there anything else that [PII], I can help you with before I transfer you?
[CUSTOMER][NEUTRAL] No, no, that's it.
[AGENT][POSITIVE] OK, well thank you for calling APL and I hope you have a.
[AGENT][NEUTRAL] I stay.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] One
[CUSTOMER][POSITIVE] Thank you for calling IMA. Thank you for calling 90 Degree Benefits.