AccountId: 011433970860
ContactId: 17c21493-7f98-46d9-92b1-2dcf3ec2b2c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202740 ms
Total Talk Time (AGENT): 55688 ms
Total Talk Time (CUSTOMER): 93680 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/17c21493-7f98-46d9-92b1-2dcf3ec2b2c1_20250509T15:56_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi how are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] OK my name is [PII].
[CUSTOMER][NEUTRAL] And uh I'm calling about a claim.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Playing for my medical.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, no, I do not have it handy. Could you look it up on my social security number or something?
[AGENT][NEUTRAL] Mhm, I can.
[AGENT][NEUTRAL] And what is that number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what's your phone number, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a second to locate your policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], what type of policy do you have?
[CUSTOMER][NEUTRAL] I have a full coverage policy.
[AGENT][NEUTRAL] Is it medical, dental? It's medical?
[CUSTOMER][NEUTRAL] For the medical benefits?
[CUSTOMER][NEUTRAL] Medical, medical and dental, what not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your mailing address?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] is the zip code.
[AGENT][NEUTRAL] And your
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have an email address that you can on file that you can verify?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you for that. Now your medical policy is administered by Web TPA which is a different company. Uh, do you want me to transfer you to that location for this claim status?
[CUSTOMER][NEUTRAL] Uh, yes, you said Webb.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, WEB.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] T as in Tom, P as in Peter, A as in apple.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so, OK, yeah, could you transfer me to that to that unit, please?
[AGENT][POSITIVE] Sure, give me one moment. If no other questions, thanks for calling APL. Have a good day and I'll get you transferred.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Welcome to WebTPA, the administrator for the Limited Benefit Health Insurance Program underwritten by American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] If this is an emergency, please hang up and dial [PII].
[CUSTOMER][NEUTRAL] If you are a member calling about your premium billing or need to make changes to your accounts, such as an address change, add or drop a dependent, or you wish to modify your coverage in any way, please call American Public Life at [PII].
[CUSTOMER][NEUTRAL] For questions regarding pharmacy services, please contact Caremark at [PII].