AccountId: 011433970860
ContactId: 265d875f-46eb-4184-a8db-661ea01c278c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185919 ms
Total Talk Time (AGENT): 68521 ms
Total Talk Time (CUSTOMER): 63426 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/265d875f-46eb-4184-a8db-661ea01c278c_20250415T18:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Alright, uh, my name is [PII].
[CUSTOMER][NEUTRAL] Uh, my primary doctor just said that my insurance was, was coming up, uh, not inactive but out of their, I forgot the word that she used.
[AGENT][NEUTRAL] Network.
[CUSTOMER][NEUTRAL] I need to, I was calling to make sure.
[CUSTOMER][POSITIVE] Network, that's right, yeah.
[AGENT][NEUTRAL] OK. Yes, sir. I can assist you with your benefits. Um, first, let me get a callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need your policy number.
[CUSTOMER][NEUTRAL] Oh, I see on here it has.
[CUSTOMER][NEUTRAL] Member number, group number, group affiliate which one of these do you do you need?
[AGENT][NEUTRAL] I'll try the member number.
[CUSTOMER][NEUTRAL] Member number is 01331158.
[AGENT][NEUTRAL] OK, and please verify your first and last name again and your date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you. Now, please verify. Let's see.
[AGENT][NEUTRAL] Oh, actually, under this, under your policy, you would need to contact web TPA um for benefit information, and I have a phone number for you to call and they can further assist you with your benefits.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's the, what's, what's it called again?
[AGENT][NEUTRAL] Webb, W E B T P A.
[AGENT][NEUTRAL] And what they do is um they administer um T like Tom, P like Paul, A like apple, web TPA.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] CPA
[AGENT][NEUTRAL] Yeah, and their, their phone number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yes sir, that's correct.
[CUSTOMER][NEUTRAL] And I would give them the same information like my member number and stuff that I just gave you.
[AGENT][POSITIVE] Right, and they should be able to further assist you.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, that's it man thanks.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling ATL. Have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Alright thanks.