AccountId: 011433970860
ContactId: 6ba16b57-8ccb-4e2e-8222-58582e0ab51b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109339 ms
Total Talk Time (AGENT): 51081 ms
Total Talk Time (CUSTOMER): 29847 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/6ba16b57-8ccb-4e2e-8222-58582e0ab51b_20250227T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I need to see if the claim's been received.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], are you the insured or are you with the provider?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it is um [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah. Um 02494963.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so for this policy I am unable to see, uh, claim or benefit information that is handled through they're called a web TPA. Uh, if you'd like I can give you their phone number and I can transfer you to them.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, yes please.
[AGENT][NEUTRAL] OK, are you ready for the number?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and if you were to call that number uh you would select option 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, uh, did you want me to go ahead and transfer you?
[CUSTOMER][NEUTRAL] I can hang up
[CUSTOMER][NEUTRAL] Well you can whatever, thank you.
[AGENT][POSITIVE] Sure, I'm just gonna put you on a brief hold. I'll get someone on the line. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to
[CUSTOMER][NEUTRAL] Due