AccountId: 011433970860
ContactId: a5ea0204-087d-4a86-9764-00444c34ef5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187979 ms
Total Talk Time (AGENT): 86601 ms
Total Talk Time (CUSTOMER): 63829 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/a5ea0204-087d-4a86-9764-00444c34ef5c_20250513T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, sir. I'm calling about a claim. How are you today?
[AGENT][POSITIVE] OK, I'm doing well how are you?
[CUSTOMER][POSITIVE] Very well, thank you.
[AGENT][NEUTRAL] Of course, so we just needing to check that claim status.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right. uh, what was your name, please?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, but what, uh, was this for your uh policy or are you with a provider?
[CUSTOMER][NEUTRAL] I'm calling from a provider's office.
[AGENT][POSITIVE] Got it OK and can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] that will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it is um 023.
[CUSTOMER][NEUTRAL] 66931
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I apologize, [PII]. I think I might have misheard that policy number. Um, would you mind repeating that for me?
[CUSTOMER][NEUTRAL] The numbers.
[CUSTOMER][NEUTRAL] Sure. That would be 0236531.
[AGENT][NEUTRAL] OK, that was 0236531?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 931.
[AGENT][NEUTRAL] OK, [PII]. OK, I apologize, one moment.
[CUSTOMER][NEUTRAL] Oh that's fine I guess probably I didn't give you the right thing too.
[AGENT][NEUTRAL] No, no, that's all right. OK, for [PII], there we are, right, um, so you did say that this was, uh, for a claim. So for this policy [PII] we don't see claim information that is handled through, uh, they're called web TPA so I can give you their phone number and then transfer you to them if you'd like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, I can take that number. That would be nice.
[AGENT][NEUTRAL] Of course, OK, let me know when you're ready for that.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and if you were to call this number [PII] you would select option 3 to get with them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, did you want me to go ahead and transfer you now?
[CUSTOMER][NEUTRAL] So it
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Correct, yes ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, did you want me to go ahead and transfer you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Alright, just gonna put you on a brief hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TPA