AccountId: 011433970860
ContactId: ae11eaa2-3d46-4df7-a6bc-130124ab32b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304700 ms
Total Talk Time (AGENT): 99571 ms
Total Talk Time (CUSTOMER): 112459 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/ae11eaa2-3d46-4df7-a6bc-130124ab32b3_20250205T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], uh, this is [PII] calling for Megan, uh, and us to check on dinner clarification.
[CUSTOMER][NEUTRAL] Please be informed that this call is being recorded and monitored for quality and training purposes. May I know if I can help you with patient information or information?
[AGENT][NEUTRAL] OK, um, can you please give me your callback number, [PII], so I can help you with your claims.
[CUSTOMER][NEUTRAL] Sure, uh, the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is the patient's name?
[CUSTOMER][NEUTRAL] Yeah, uh, give me a moment. Uh, the patient name is [PII].
[AGENT][NEUTRAL] OK, thank you and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII]'s policy number?
[CUSTOMER][NEUTRAL] Yeah, it's APL.
[CUSTOMER][NEUTRAL] 20,000.
[AGENT][NEUTRAL] OK, that's not a good policy number. Do you see?
[AGENT][NEUTRAL] Any more numbers?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] That policy number is not pulling up for me. Do you have a different number?
[CUSTOMER][NEUTRAL] Uh, uh, I have a member ID. I give you a member ID. I don't have a policy number. I can give you, um, member ID.
[AGENT][NEUTRAL] OK, what is the member ID number?
[CUSTOMER][NEUTRAL] Yeah, it's uh APL 20,000.
[AGENT][NEGATIVE] No, sir, that's not correct, um.
[AGENT][NEUTRAL] Can you spell [PII] last name for me?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I M.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, and do you spell the first name [PII]?
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] OK, let me see if I can find her by her name.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and the claim that you're looking for, is it um medical or dental?
[CUSTOMER][NEUTRAL] It's a medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I am going to transfer you now on over to Web TPA.
[AGENT][NEUTRAL] It's going to be a brief hold.
[AGENT][NEUTRAL] And let me give you the number just in case the call is disconnected along the way.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] Uh, could you please help me with again? Actually, your voice is breaking.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 959458.
[AGENT][POSITIVE] Yes sir, it's gonna be a brief hold. I'm gonna transfer you on over there now [PII] thank you so much for calling APL.
[CUSTOMER][NEUTRAL] Let me, uh, just allow me a moment, uh, let me reconfirm this number. [PII]. Is that right?
[AGENT][NEUTRAL] No, no. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII]. Is that right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. Should I call uh on this number?
[AGENT][POSITIVE] Yes, I will transfer you now.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK, thank you, [PII].