AccountId: 011433970860
ContactId: 1bc57e6a-9fa1-4195-aeaa-4ac05b0eb73b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127699 ms
Total Talk Time (AGENT): 40719 ms
Total Talk Time (CUSTOMER): 39682 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/1bc57e6a-9fa1-4195-aeaa-4ac05b0eb73b_20250418T13:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi. Uh, my name is [PII]. I'm calling just to know the status of the claim, please.
[AGENT][NEUTRAL] OK, [PII], are you with the provider?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, yes, and let me confirm it because I am not [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. And I can help you with claim status. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I have here 01715332.
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I think I might have typed the number wrong. Can you give me that policy number one more time? So sorry about that.
[CUSTOMER][NEUTRAL] Yeah. 01715332.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and what was that date of service?
[CUSTOMER][NEUTRAL] I have uh [PII].
[AGENT][NEUTRAL] OK, it looks like this is actually administered by Web TPA um for this policy that you've given me. Um, I can give you their number or I can get you transferred over to them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yeah. Could you please give me the number?
[AGENT][NEUTRAL] And their number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] That will be all. Have a good day.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye-bye.