AccountId: 011433970860
ContactId: 4caa3557-6620-4e66-8192-a5baccfde552
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287739 ms
Total Talk Time (AGENT): 103628 ms
Total Talk Time (CUSTOMER): 114718 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/4caa3557-6620-4e66-8192-a5baccfde552_20250107T18:37_UTC.wav
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[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was calling to get some information.
[CUSTOMER][NEUTRAL] On um my claim, I didn't know, I didn't know when I got sick back in [PII].
[CUSTOMER][NEUTRAL] Of [PII] that I had a hospital indemnity claim.
[CUSTOMER][NEGATIVE] I paid for that and I, I never filed a claim for it.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] So I was trying to get you to trying to go over everything.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Yes, I can help you with your filing a claim. Can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Presses mate.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what is your policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It's actually gonna be.
[CUSTOMER][NEUTRAL] Do I know the policy number?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's my own policy.
[CUSTOMER][NEUTRAL] Do the policy numbers change every year?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Oh, they don't? OK, so. Hello. Ma'am, um, my mom just had surgery, so she's in the hospital, so we kinda need you to help us out a little bit. Is there a way you could look up her policy number from her birthday and social? That's my daughter.
[AGENT][NEUTRAL] I can look it up. I can look, yes, ma'am. I can look it up with the social security number. Can you give me that?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, let me look it up that way for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I make it real.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] And what else? My email is [PII].
[AGENT][NEUTRAL] OK thank you I appreciate you verifying that information for me. OK, so what I'm going to need to do because uh you're with UTBA is go ahead and transfer you on over to web TPA.
[AGENT][NEUTRAL] I'm going to do the transfer for you, but I also wanna give you the phone number just in case call is dropped during the transfer you'll be able to call him back, OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and before we go, let me give you your policy number so you have that on hand.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's 217.
[AGENT][NEUTRAL] 1067.
[CUSTOMER][NEUTRAL] OK, 217-1067.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'll talk to them about the client.
[AGENT][NEUTRAL] OK. It's gonna be a brief hold.
[AGENT][NEUTRAL] Yes, yes, it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you so much for calling. I hope you get feeling better. Thanks for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance program. I'm.