AccountId: 011433970860
ContactId: e35385d0-9bcf-4450-8fc4-cb7b36efa01a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 412119 ms
Total Talk Time (AGENT): 75710 ms
Total Talk Time (CUSTOMER): 114694 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/e35385d0-9bcf-4450-8fc4-cb7b36efa01a_20250228T14:29_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Oh yeah, um, I received an explanation of benefits.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I guess I'm not really understanding why you guys didn't pay anything on it.
[AGENT][NEUTRAL] OK, I can go and see exactly why. And may I have your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mm thank you. And do you have the policy number, please?
[CUSTOMER][NEUTRAL] Um, let's see here.
[CUSTOMER][NEUTRAL] Let me grab that right quick.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It looks like it is going to be.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Would it start with a D?
[AGENT][NEUTRAL] Oh no, it's gonna start with the 0 followed by 7 digits.
[AGENT][NEUTRAL] If you have an EOB from us, it's gonna be under the reference number is your policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you have an explanation of benefits, it's gonna be the reference number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I just moved it and I don't know where I moved it to. I know.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Sure, yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Why do you just lose something like that, girl.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Where would it be at on here? Oh.
[AGENT][NEUTRAL] The reference number on the top.
[CUSTOMER][NEUTRAL] I guess I'm not seeing it.
[AGENT][NEUTRAL] Is there um explanation of benefits from us? Does it have an APL in bold letters?
[CUSTOMER][NEUTRAL] It it says um it says 90 degree benefits.
[AGENT][NEUTRAL] Oh, OK, so that's, yeah, that's not us, um, that's not ROB. OK. That's fine, um.
[CUSTOMER][NEUTRAL] Because, I called the number on the explanation of benefits.
[AGENT][NEUTRAL] What number did you dial?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] 4296, yeah, OK, to get in contact with 90 degrees is option one.
[AGENT][NEUTRAL] Um, if you choose something different, it will bring you here, um.
[AGENT][NEUTRAL] I can go ahead and transfer you over to that option if you would like me to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that'll work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment, let me get him on the line one moment.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] OK, and you have a good day. OK, one moment. Let me transfer you over.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] You're welcome. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling IMA, a 90 Degree Benefits Company, the administrator for benefits in a card members.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in a card members.
[CUSTOMER][NEUTRAL] Please select from the following options to ensure you are directed to the appropriate party to answer your questions.
[CUSTOMER][NEUTRAL] For questions on IMA Mec wellness, MVP plans, or COBR enrollment, please press 1.
[CUSTOMER][NEUTRAL] For questions on the APL hospital indemnity plans or dental coverage, please press 2.
[CUSTOMER][NEUTRAL] For questions on the all agents are currently.
[CUSTOMER][POSITIVE] We appreciate your patience.
[CUSTOMER][POSITIVE] Please remain on the line, and we will be with you shortly.
[CUSTOMER][POSITIVE] We apologize for the longer than expected.