AccountId: 011433970860
ContactId: 8aa01376-6434-444b-a012-ba800e187bb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196119 ms
Total Talk Time (AGENT): 36401 ms
Total Talk Time (CUSTOMER): 111172 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/8aa01376-6434-444b-a012-ba800e187bb3_20250505T17:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] That is the um.
[CUSTOMER][NEUTRAL] Yes ma'am. Uh, my name is, uh, my first name is [PII] I just called earlier but I couldn't hear, uh, uh, the lady that I was talking to. That's why I'm calling back. And my last name is [PII]
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, uh, the ID number of the insurance.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it is uh.
[CUSTOMER][NEUTRAL] 04
[CUSTOMER][NEUTRAL] I don't it is 0 or D. I can't see really well. I say OK uh 04.
[CUSTOMER][NEUTRAL] 373 2
[CUSTOMER][NEUTRAL] 496.
[CUSTOMER][NEUTRAL] I want it yellow or yeah.
[AGENT][NEUTRAL] And your first name was [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see. I don't have you in our system, but you said the number on your card said it had a D in front of it. Is that right?
[CUSTOMER][NEUTRAL] Yeah, it seemed like a D or O. I don't, it's very small, so I have, I can't see really.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] How can you read like uh.
[CUSTOMER][NEUTRAL] D, uh, like uh oh, I don't know.
[AGENT][NEUTRAL] OK, um, IMA is actually who can help you with your, are you calling about your plan?
[CUSTOMER][NEUTRAL] Yes, uh, it is like a claim because I received a
[CUSTOMER][NEUTRAL] I received a bill from my medical, my medical visit.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEGATIVE] I noticed that I have to pay the full amount.
[CUSTOMER][NEUTRAL] That's what they put in the system.
[CUSTOMER][NEUTRAL] And I'm paying for the insurance.
[CUSTOMER][NEGATIVE] Every week the money is gone from my my paycheck. So I don't know why I have to pay $827.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me, let me get you over to IMA they're the ones who can look at your claim for you and see what's going on so do you mind if I transfer you over?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[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, if you would like to participate in a quick survey after the call to rate your service with us, please press 1. Press 2 if no.
[CUSTOMER][NEUTRAL] We're sorry, but all agents are currently unable to take your call. Please leave a detailed message after the beep, and we will get back to you as soon.