AccountId: 011433970860
ContactId: fcb147dc-88ae-40c4-90da-41f4ce7055cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 252550 ms
Total Talk Time (AGENT): 86201 ms
Total Talk Time (CUSTOMER): 87029 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/fcb147dc-88ae-40c4-90da-41f4ce7055cc_20250102T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Uh, good morning. Happy [PII]'s, um.
[CUSTOMER][NEUTRAL] My name is [PII], and I, and I have the 90 degree benefits. So I was trying to find me a dentist this morning.
[AGENT][NEUTRAL] OK, yeah, I can help you with that. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Got it. OK, and you're just needing assistance finding a uh dental provider?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, I can help you with that. Um, I just really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, let's see, what's my policy? Is that the EID player ID number?
[AGENT][NEUTRAL] Um, no, does your card say 90 degrees on it?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so that's not gonna be one of our policy numbers then um let me see if I can find you just using your name give me just a moment.
[AGENT][NEUTRAL] OK, just to verify your name was spelled as [PII] and the last name was [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am, [PII] Yes, ma'am.
[AGENT][NEUTRAL] [PII], yeah, OK, well.
[AGENT][NEUTRAL] I'm not finding you in our system. uh, I could try to search using your social.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] No, I do not see you in our system, so it might just be exclusively through 90 Degrees, not necessarily through APL. Uh, if you'll give me one moment, I'll give you their phone number, um, and I can also transfer you to them.
[CUSTOMER][NEUTRAL] You can transfer me.
[AGENT][NEUTRAL] OK, did you want me to give you the number in case there's a disconnect?
[CUSTOMER][NEUTRAL] Oh yes, hold on, you got a pen over?
[AGENT][NEUTRAL] Sure, let me know when you're ready.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] I am ready
[AGENT][NEUTRAL] Alright, it is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can you, can you repeat it?
[AGENT][NEUTRAL] Of course, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, did you want me to go ahead and transfer you now, Montes?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alrighty I'm just gonna put you on a brief hold while I get them on the line. I hope you have a great rest of your day. Happy new year.
[CUSTOMER][POSITIVE] You too. You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members. Please select from the following options to ensure you are directed to the appropriate party to answer your questions. For questions on IMA Mec Wellness, MVP plans, or COBRA enrollment, please press 1. For questions on the APL hospital indemnity plans or dental coverage, please press 2. For questions on the Vision plan, please press 3.
[CUSTOMER][NEUTRAL] If you are an employee and you have questions on your active enrollment, please press 4.
[CUSTOMER][NEUTRAL] To hear this message again, please.