AccountId: 011433970860
ContactId: 46e2a4c5-9a89-4b74-b658-52b6d324db6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221880 ms
Total Talk Time (AGENT): 77051 ms
Total Talk Time (CUSTOMER): 83886 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/46e2a4c5-9a89-4b74-b658-52b6d324db6e_20250324T15:03_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, [PII]. Uh, my name is [PII] and I'm calling from provider facility, and I've called you to check the claim status.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, the callback number is [PII].
[CUSTOMER][NEUTRAL] And you said the policy number, right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] It's 023.
[CUSTOMER][NEUTRAL] 61,940.
[AGENT][NEUTRAL] And this is for medical or dental?
[CUSTOMER][NEUTRAL] It's for medical.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, mm the patient name is [PII].
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][POSITIVE] Thank you. And what was your name?
[CUSTOMER][NEUTRAL] Uh yeah, my name is [PII]
[CUSTOMER][NEUTRAL] And uh my initial to last is [PII].
[AGENT][NEUTRAL] And you're trying to check the status of a claim. Do you have a claim number?
[AGENT][NEUTRAL] So let me get, so it looks like you're in the wrong department.
[AGENT][NEUTRAL] Um, we're at the wrong company. The medical is with web TPA. Let me give you their number.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK. Uh, can you provide me the number? Uh, we need to call on this number for the claim status, right?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] You have to call them.
[AGENT][NEUTRAL] Right, you have to call them. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. That's [PII]. And let me give you the correct policy number.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 247-9120. It's 247-9120.
[CUSTOMER][NEUTRAL] OK. Uh, the correct policy number is this, right?
[AGENT][NEUTRAL] Yes, that is correct. Could you spell your name again for me?
[CUSTOMER][NEUTRAL] It's AVI. Uh, let me confirm, is it the uh American Public Life number?
[AGENT][NEUTRAL] No, that's not our number.
[CUSTOMER][NEUTRAL] And the to the American public.
[CUSTOMER][NEUTRAL] OK. Uh, I'm calling on which number?
[AGENT][NEUTRAL] You're calling American Public Life now, but the number that I provided you with is called Web TPA. That's the name of the company, Web TPA.
[CUSTOMER][NEUTRAL] OK. uh YTP. OK, thank you.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Mm. No. Can you provide me the call reference number?
[AGENT][NEUTRAL] We don't provide those, but you can use my name in today's date as a reference. [PII].
[AGENT][NEUTRAL] [PII] and today's date.
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Uh, thank you for giving your time. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APLA