AccountId: 011433970860
ContactId: 448ca451-6c76-409a-b023-9693b570d115
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92959 ms
Total Talk Time (AGENT): 8418 ms
Total Talk Time (CUSTOMER): 68789 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/448ca451-6c76-409a-b023-9693b570d115_20250529T19:17_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hello, can you transfer me to the claims department?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Can I ask who's calling?
[CUSTOMER][NEUTRAL] Yes, my name's [PII].
[AGENT][NEUTRAL] Oh, he, [PII], one second, this is [PII], um.
[AGENT][NEUTRAL] Let me get you over
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you for calling APL. Your call may be monitored for quality assurance. Para espanol rave. If you know your party's extension, you may dial it now. If you are a medical or dental provider, press 1. For verification of benefits, questions about your claim or medical bill, or if you need assistance filing a claim, press 2. For questions about group premium billing.
[CUSTOMER][NEUTRAL] The information provided during this call is only a description of benefits and not a guarantee of payment or eligibility. Benefits are based on eligibility, the date services are rendered, and all plan provisions. Please hold for the next available representative. For dental, press 1. For Medlink or GAP, press 2. For hospital indemnity or.
[CUSTOMER][NEUTRAL] press 3 for cancer, disability, intensive care, heart attack, stroke, or life, press 4. To repeat this menu, press 5 or press 6 to return to the main menu. For dental, press 1. For Medlink or gap, press 2. For hospital indemnity or accident, press 3.