AccountId: 011433970860
ContactId: ac50babd-c26e-4699-afb3-4e9e04a4cd96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222110 ms
Total Talk Time (AGENT): 99994 ms
Total Talk Time (CUSTOMER): 86320 ms
Interruptions: 0
Overall Sentiment: AGENT=3.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/ac50babd-c26e-4699-afb3-4e9e04a4cd96_20250425T12:46_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] Hey, this is [PII]. I'm calling from a doctor's office and I'm calling to check eligibility for a member.
[AGENT][NEUTRAL] OK, [PII], you're only needing eligibility. You do not need benefits. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] D as in Daniel, 43730289.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not an APL policy number, that is a 90 degree benefit number. Were you trying to reach or IMA? Were you trying to reach IMA or 90 degree benefits or APL?
[CUSTOMER][NEUTRAL] Um, 90 degree.
[AGENT][NEUTRAL] OK, so did you call [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so depending on the option that you select when you call that number, [PII], as to where it will take you and option one would be for IMA or 90 degree benefits. Some of these members also have dual coverage with APL, but some have just one or the other.
[CUSTOMER][NEUTRAL] One, OK.
[AGENT][NEUTRAL] So
[CUSTOMER][POSITIVE] OK alright I appreciate it.
[AGENT][POSITIVE] OK, well, if you'll give me a moment then I'll be happy to connect you over. Is there anything else I can help you with first?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] OK, well, thank you so much.
[AGENT][POSITIVE] For calling APL, I hope you have a great day. Yes, ma'am. One moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for calling IMA, a 90 Degree Benefits Company, the administrator for benefits in thank you for calling 90 Degree Benefits.
[CUSTOMER][NEUTRAL] Thank you for calling APL. Your call may be monitored for quality assurance.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Give me just a moment and let me try to connect you again.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Thank you for calling IMA, a 90 Degree benefits company. 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.
[CUSTOMER][NEUTRAL] For if you would like to participate in a quick survey after the call, 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.
[AGENT][NEUTRAL] [PII], this is [PII] with APO. OK, so I'm getting a recording that all agents are currently busy and it's asking you to leave a voicemail. So would you like to do that or would you like to just try and call them yourself?
[CUSTOMER][NEUTRAL] Uh, yeah, I'll try later.
[AGENT][POSITIVE] OK, then. Well, I'm sorry about that.
[CUSTOMER][POSITIVE] That's OK, I appreciate your help.
[AGENT][POSITIVE] All right, you're certainly welcome. And again, have a wonderful weekend, [PII].
[CUSTOMER][NEUTRAL] You too, bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.