AccountId: 011433970860
ContactId: 5bc9a6fe-072d-4597-92cc-3f9d74dd4094
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192259 ms
Total Talk Time (AGENT): 49961 ms
Total Talk Time (CUSTOMER): 88005 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/2025/04/25/5bc9a6fe-072d-4597-92cc-3f9d74dd4094_20250425T13:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi [PII], this is [PII] calling for the provider to check on our payment status. Please be informed this call is being recorded and monitored for quality and training purposes. May I know if I can help you with the patient information or provide information?
[AGENT][NEUTRAL] I need a callback number, [PII], and then I can check claim status.
[AGENT][NEUTRAL] Do you have a callback number?
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, the policy number is, uh, please just give me a moment.
[CUSTOMER][NEUTRAL] Um, you need the member member ID number or the claim.
[AGENT][NEUTRAL] Member ID.
[CUSTOMER][NEUTRAL] Claim number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, the member ID is 02487902.
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The date of birth?
[CUSTOMER][NEUTRAL] And could you spell your name?
[AGENT][NEUTRAL] Um, it's [PII]. It's [PII]
[CUSTOMER][POSITIVE] OK, thank you so much for that, [PII], and uh the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, so it looks like for claim status on this policy, you would need to contact web TPA.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] I can give you their number and I can transfer you if you like.
[CUSTOMER][NEUTRAL] OK, uh, could you please help me with the number?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] How you doing? How you doing?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yes, and then do you want me to transfer you over there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, they will be helping with the payment, uh, queries too, right?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, they will be helping with the payment queries too, right?
[AGENT][NEUTRAL] Yes, we don't have any claims status. Web TPA handles the claim status.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, OK, [PII], thank you so much for your assistance and have a great day.
[AGENT][NEUTRAL] Hold on.
[AGENT][POSITIVE] OK, I'll get you connected over.
[CUSTOMER][NEUTRAL] Yeah sure.
[CUSTOMER][NEUTRAL] Welcome to Web TPA.