AccountId: 011433970860
ContactId: 97b84c4d-1e47-477c-bde6-6805c075ae4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130179 ms
Total Talk Time (AGENT): 52638 ms
Total Talk Time (CUSTOMER): 33907 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/97b84c4d-1e47-477c-bde6-6805c075ae4a_20250528T13:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII]. I'm calling to check our claim status on behalf of our provider.
[AGENT][POSITIVE] OK, well I'll be more than happy to help you with the claim status. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] One.
[AGENT][NEUTRAL] OK, may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02356342
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] So for claim status for this policy is actually through web TPA. Um, I have their phone number I can transfer you over so that you can obtain the claim status.
[CUSTOMER][POSITIVE] OK, that's great. Thank you.
[AGENT][NEUTRAL] OK, did you need the number as well, or would you like me to just transfer you?
[CUSTOMER][NEUTRAL] You can provide me the number and transfer me anyway just in case.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome, [PII]. Before I transfer you, is there anything else I could assist you with today?
[CUSTOMER][POSITIVE] That will be all. Thank you.
[AGENT][NEUTRAL] You're welcome. Thanks for calling APL. Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to WebTPA, the administrator for the limited benefit health.