AccountId: 011433970860
ContactId: 2a441777-14e6-4c9c-a9a3-41459dc7913c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174179 ms
Total Talk Time (AGENT): 66693 ms
Total Talk Time (CUSTOMER): 56177 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/2a441777-14e6-4c9c-a9a3-41459dc7913c_20250604T17:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And hi, this is I'm calling from Flo's office to check on a claim. How are you doing today?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][POSITIVE] I'm doing good as well thank you for asking.
[AGENT][NEUTRAL] Good. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII]. It's a direct line.
[AGENT][NEUTRAL] All right. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Children beside it is
[CUSTOMER][NEUTRAL] 02536254.
[AGENT][NEUTRAL] Thank you. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] It would come
[CUSTOMER][NEUTRAL] Uh, I do have 3 claims.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, ma'am. My name is [PII] and the date of birth of
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so for claims, they're processed through web TPA. I can provide you with their phone number and transfer you over as well, or I can just transfer you. Which one would you prefer?
[CUSTOMER][NEUTRAL] Sure, could you please provide me with the number in case if it is disconnected in between?
[AGENT][NEUTRAL] Sure, and we can do the other two, in case they're here. Um, so the phone number is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Sure, thank you so much, [PII], for putting this information.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] OK, and the next member's policy number?
[CUSTOMER][NEUTRAL] No, no, for the same number I have 33 data service for the same member.
[AGENT][NEUTRAL] Oh, it's all the same person, OK.
[AGENT][NEUTRAL] Well, before I transfer you over to Web TPA, was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh no, thank you so much. Thank you, I know.
[AGENT][NEUTRAL] You're welcome. Well, thanks for calling APL and hold on one moment for your transfer, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, sure. Sure. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to WebTPA, the administrator for the Limited Benefit Health Insurance Program.