AccountId: 011433970860
ContactId: 98d9490a-1020-4f08-9c95-75bb059530c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153740 ms
Total Talk Time (AGENT): 72680 ms
Total Talk Time (CUSTOMER): 34559 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/98d9490a-1020-4f08-9c95-75bb059530c5_20250114T18:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Warren Clinic, and I'm trying to verify if y'all have received a claim.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with the claim. um can I please get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and then the patient's policy number.
[CUSTOMER][NEUTRAL] 249-496-5
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's a very um hard last name to pronounce looking at it.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] So let me
[AGENT][NEUTRAL] Go and look.
[AGENT][NEUTRAL] OK, what I'm going to need to do is transfer you now on over to Web TPA. I'm going to give you that phone number in case the call gets disconnected along the way.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're gonna choose option 3 once you get it.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] If if we get disconnected, but I'll get you there now. So it's gonna be a brief hold while I transfer you on over, Miss [PII], is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that was it. I appreciate your help, [PII].
[AGENT][POSITIVE] You're very welcome. You have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance program.