AccountId: 011433970860
ContactId: 498267fc-1890-4cb8-95ab-013c91d5c209
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157089 ms
Total Talk Time (AGENT): 72033 ms
Total Talk Time (CUSTOMER): 36816 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/498267fc-1890-4cb8-95ab-013c91d5c209_20250211T15:54_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. I have um policy number 2574751.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. How may I assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] I just wanted to know, uh, what, what uh kind of um services is it covered? Am I covered if I go to urgent care?
[AGENT][NEUTRAL] OK, so you need benefit information and what's covering your policy.
[AGENT][NEUTRAL] OK. Um, for that type of information, uh, I'll have to transfer you over to WebTPA. They're the ones that manage your policy, OK, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment, let me get their number.
[AGENT][NEUTRAL] OK, the number and let me give it to you, uh, just in case you need it for future and this is to check benefits coverage, claims, um, you need to call [PII], OK?
[CUSTOMER][NEUTRAL] You said [PII].
[AGENT][NEUTRAL] Oh let me go.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII], uh, can you say that again, uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 75.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][NEUTRAL] 5.
[AGENT][NEUTRAL] OK, so let me go ahead and transfer you over. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, thank you for calling APL. One moment, let me transfer you over.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Well at TPA.
[CUSTOMER][NEUTRAL] Hello?