AccountId: 011433970860
ContactId: 78f6cd75-a8c6-4a7a-8e3d-a05579052496
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123650 ms
Total Talk Time (AGENT): 59111 ms
Total Talk Time (CUSTOMER): 37588 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/78f6cd75-a8c6-4a7a-8e3d-a05579052496_20250305T23:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I, my name is [PII]. I'm calling from Care today here in [PII]. I was just calling for benefits for one of our members.
[AGENT][POSITIVE] Sure, I can check benefits for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], OK, and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes, it's 02344939.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] It's [PII] and date of birth [PII].
[AGENT][POSITIVE] Perfect. OK, thank you for verifying that [PII]. So this policy is active. Effective date was [PII].
[AGENT][NEUTRAL] And this is a limited indemnity medical plan. um, however for this particular policy I'm unable to view uh benefit information or claim information that's handled through, um, they're called web TPA uh I can give you their phone number and then I could transfer you if you'd like.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, let me know when you're ready for that number.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and if you call that number you would select option 3.
[CUSTOMER][NEUTRAL] OK, yes ma'am, are you able to transfer me there?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely I'll put you on a brief hold while I get them on the line. Hope you have a great rest of your day, [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to W TPA.