AccountId: 011433970860
ContactId: 1f528df1-bea6-4332-b5ed-fcd5448a84a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110300 ms
Total Talk Time (AGENT): 51420 ms
Total Talk Time (CUSTOMER): 34674 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/1f528df1-bea6-4332-b5ed-fcd5448a84a9_20250310T16:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling for Pitts please.
[AGENT][NEUTRAL] I'm sorry, you said benefits?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, I could definitely check those benefits for you, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It's 250-122-9.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. So this policy is active. Effective date was [PII], and this policy is a limited indemnity medical plan, um, and I am unable to view benefit or claim information for this policy that's handled through, uh, they're called Web TPA. I can give you that phone number and then I can also transfer you if you'd like.
[CUSTOMER][NEUTRAL] Um, G, what's the first initial of your last name, please?
[AGENT][NEUTRAL] It's A
[CUSTOMER][NEUTRAL] OK, and would there be a reference number for our call today?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] OK, that's, that's all I need. Thank you so much. Have a good day.
[AGENT][POSITIVE] Of course, sure, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.