AccountId: 011433970860
ContactId: a8c53867-0ef9-4f2d-94f3-5aca17b68173
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112940 ms
Total Talk Time (AGENT): 43346 ms
Total Talk Time (CUSTOMER): 41901 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/a8c53867-0ef9-4f2d-94f3-5aca17b68173_20250528T15:29_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] Hi, morning, [PII]. My name is [PII]. I'm calling to check on a claim, please, a corrected claim.
[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] My direct line is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] Uh, ID number is 002-069161 for [PII].
[AGENT][NEUTRAL] Thank you. Can you verify his date of birth?
[CUSTOMER][NEUTRAL] Uh, his date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing that this, um, the claims for this policy are through web TPA, um, so I can provide you with their phone number and transfer you over for claim status.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and the phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right thanks then I appreciate it.
[AGENT][NEUTRAL] You're welcome. Before I transfer you, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No that was all thank you again.
[AGENT][NEUTRAL] Alright, thanks for calling APO. You're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to WebTPA, the administrator for the Limited Benefit Health Insurance Program.