AccountId: 011433970860
ContactId: 59812c00-5f0e-4a1a-b16a-d1d9c6bde236
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98720 ms
Total Talk Time (AGENT): 28989 ms
Total Talk Time (CUSTOMER): 27991 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/59812c00-5f0e-4a1a-b16a-d1d9c6bde236_20250203T20:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Warren Clinic, and I'm trying to verify if y'all have received a couple of claims for one of your members.
[AGENT][NEUTRAL] May I have a callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 249-496-5
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what type of claim is this?
[CUSTOMER][NEUTRAL] Um, medical.
[AGENT][NEUTRAL] OK, so we don't handle the member's medical. You will have to contact Web TPA. Are you ready for that number?
[CUSTOMER][POSITIVE] Of course, thank you.
[AGENT][NEUTRAL] You're welcome. It is 866.
[AGENT][NEUTRAL] 975.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][POSITIVE] Thank you bye