AccountId: 011433970860
ContactId: 0c66a038-9dc9-4c5c-b1fb-006b80b55f16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221940 ms
Total Talk Time (AGENT): 99431 ms
Total Talk Time (CUSTOMER): 111710 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/0c66a038-9dc9-4c5c-b1fb-006b80b55f16_20250613T13:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm not sure how you can help me so so.
[CUSTOMER][NEUTRAL] Yeah, anyway, I got a call this morning from someone named uh [PII].
[CUSTOMER][NEUTRAL] And she said it was in regard to my call or my message that I'd left, and
[CUSTOMER][NEUTRAL] I don't have a clue, you know, whether it's dental insurance or or um.
[CUSTOMER][NEUTRAL] Let's see, I, I belong to a program with Amgen.
[CUSTOMER][NEUTRAL] And I had talked to them about a payment last week on last Friday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] My message machine was garbled. She said she was calling. I thought she said from IMA which I had no clue what that was.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] She just gave me her [PII] number and said call back and so here I am so.
[AGENT][NEUTRAL] Oh, OK, I see what's happening.
[CUSTOMER][NEUTRAL] It's kind of like a blind call here, here I am. I don't know what why I'm here, but here I am, OK.
[AGENT][NEUTRAL] OK, um, so IMA is we do work, APL does work with IMA, um, [PII], let me pull up your policy, um, but that does make sense. So IMA kind of like the repricing for us.
[CUSTOMER][NEUTRAL] OK, what is it for?
[AGENT][NEUTRAL] I'm not sure. I'll have to.
[CUSTOMER][NEUTRAL] OK, is it like this?
[AGENT][NEUTRAL] I'll have to look at the
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] If there are notes here, I have to look.
[CUSTOMER][NEUTRAL] The notes and figure it out.
[AGENT][NEUTRAL] IMA is a different company than us, so there's probably nothing here in our system. Did you call an [PII] number or an [PII] number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, so it redirected you to us, but I can um
[AGENT][NEUTRAL] If you want me to get you over to IMA to try to reach whoever this [PII] person is, I can, but basically that [PII] number redirected you to APL.
[CUSTOMER][NEGATIVE] OK, because the first time I dialed it, it, it just kind of went in never never landed and I thought this is some sort of a scam.
[CUSTOMER][NEUTRAL] You know that's the first thing we think of.
[AGENT][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] Right, um, so this is, I mean, I can let you know what policies you have with us, but if she's calling with IMA and 90 degree benefits, um, it it.
[AGENT][NEUTRAL] It could be vision, it could be dental, um, but all of the policies are through your employer, so it's definitely not a scam.
[CUSTOMER][NEUTRAL] OK, OK, that's good, yeah, my husband's had a bunch of dental work done and of course then he ended up going to the hospital so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, who knows, it's, it's a real, you know, what to get old, but it beats the alternative, so yeah.
[AGENT][NEUTRAL] You want me to um
[AGENT][NEUTRAL] And that's why we're here to help you. Um, and did you want to give that, so basically you need to call the [PII] number again and press 0 for customers I'm sorry, press 1 for customer service so that you get their customer service and they'll be able to tell you who [PII] is, uh, because we don't even have anyone named [PII] here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well it was a shot in the dark and you did quite well, so yeah, OK.
[AGENT][POSITIVE] Well, thank you.
[CUSTOMER][NEUTRAL] It's like how do I explain this because I don't know what I'm trying to explain so she can help me so yeah no you did good. OK, I will call this uh [PII] number and see what happens there, OK? And you said that was 90 degree benefits, OK, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] I'll give it a shot, OK? Thank you.
[AGENT][POSITIVE] All right. You're welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's fine. You have a good day, OK?
[AGENT][POSITIVE] Alright, thanks for calling APL. Thank you. You also have a great weekend. Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye bye.
[CUSTOMER][POSITIVE] Thanks bye.