AccountId: 011433970860
ContactId: ac8083b2-d599-4b88-bcb6-e5d88c387043
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151880 ms
Total Talk Time (AGENT): 66007 ms
Total Talk Time (CUSTOMER): 58516 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/ac8083b2-d599-4b88-bcb6-e5d88c387043_20250128T17:28_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'm [PII]. I'm calling from provider's office, calling to check for a claim status. Could you please assist me?
[AGENT][NEUTRAL] Yeah, I could check on a claim for you. Uh, what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, thank you and may I, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. Callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] It is 02273524.
[AGENT][NEUTRAL] Thank you and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Name is [PII]. Date of birth [PII] uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so for this member I am able to check on claims that is handled through, uh, they're called web TPA. I can give you that phone number and transfer you to them so they can help you.
[CUSTOMER][NEUTRAL] Check whether the member is active on the date of service.
[AGENT][NEUTRAL] What was the date of service?
[CUSTOMER][NEUTRAL] Date of service is on [PII].
[AGENT][NEUTRAL] That was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, no, this policy did terminate [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you. Could you please spell me your
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] Yeah, I
[AGENT][NEGATIVE] You are cutting out really bad [PII].
[CUSTOMER][NEUTRAL] Shall I have, uh, so sorry, could you please provide me your name? Shall I know your name?
[AGENT][NEUTRAL] My name is [PII]. Yes, it's [PII]
[CUSTOMER][NEUTRAL] Thank you. And should I have the, is there any call reference number?
[AGENT][NEUTRAL] The reference number would just be my first name, last initial, and today's date. Uh so my last initial is A.
[AGENT][NEUTRAL] And did you want me to transfer you to Web TPA [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, no, thank you. Thank you so much for your assistance.
[AGENT][POSITIVE] OK, of course, yeah, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Yes, have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.