AccountId: 011433970860
ContactId: a1d925a3-dc0b-4730-bfc6-c1dd0c7d7faf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212820 ms
Total Talk Time (AGENT): 85110 ms
Total Talk Time (CUSTOMER): 106625 ms
Interruptions: 2
Overall Sentiment: AGENT=2.1, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/a1d925a3-dc0b-4730-bfc6-c1dd0c7d7faf_20250516T19:58_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. I dropped my phone and it pressed the number, so I hope I'm at the right place. I, um, do not have current coverage with you all. I am with Megaforce and I called yesterday and spoke to [PII] about um wellness benefits. Um.
[CUSTOMER][NEUTRAL] But I have a question about sick benefits. Um, is that something you can help me with?
[AGENT][NEUTRAL] Uh, actually, you said that you do not have a policy with APL, is that correct? And you're with Megaforce?
[CUSTOMER][POSITIVE] That that's correct.
[AGENT][NEUTRAL] OK, so yes ma'am, actually you will need to speak to benefits and a card regarding the plan options available for your employer.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And, and they, right, they gave me your number.
[AGENT][POSITIVE] OK, who did you speak to at Benefits in a car, because I'll be happy to connect you back.
[CUSTOMER][NEUTRAL] OK, well, [PII] just went to lunch so she's the one who was just speaking to me, but I got a question. So [PII] yesterday, are you familiar with [PII] there?
[AGENT][NEUTRAL] She's not with APL. No, ma'am.
[AGENT][NEUTRAL] I believe she, there's an [PII] with maybe 90 degree benefits or IMA.
[AGENT][NEUTRAL] That's a different company.
[CUSTOMER][NEUTRAL] OK, and that's who I'm calling is 90 degrees, the 833. OK, so, so wait a minute.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh, you just got the wrong option.
[AGENT][NEUTRAL] That sounds.
[CUSTOMER][NEUTRAL] OK. Oh, so when I dropped the phone, it did press something. OK. Can you, yeah, can you transfer me to that area? I just got a question about some labs. OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I can.
[AGENT][POSITIVE] I can and then that um and just so you know the phone number that you did call is the right number, but it's option one to take you to IMA yes ma'am. But I'll be happy to connect you and who am I speaking with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, [PII] and go ahead and give me a good call back number just in case something happens during the transfer.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK. Well, I will be happy to connect you. Is there anything else that I could do before I
[AGENT][POSITIVE] Transfer you over. Can I help you with anything else? OK. Well, you're welcome, [PII], and thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] No, no, ma'am, thank you.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Yes ma'am thank you one moment.
[CUSTOMER][POSITIVE] Thank you for calling IMA and thank you for calling 90.
[CUSTOMER][NEUTRAL] Thank you for calling APL. Your call may be monitored.
[AGENT][NEUTRAL] Give me just one moment and I'm gonna try to transfer you again Ms. [PII], 1 2nd.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Thank you for calling IMA, a 90 Degree Benefits Company, the administrator for benefits in a card members. 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, if you would like to participate in a quick survey after the call, all agents are currently assisting other callers.
[CUSTOMER][NEUTRAL] Please remain on the line and your call will be answered by the next agent.