AccountId: 011433970860
ContactId: b3ff3096-9771-41a9-8ec1-1ce451dbb6d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122959 ms
Total Talk Time (AGENT): 60008 ms
Total Talk Time (CUSTOMER): 53476 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/b3ff3096-9771-41a9-8ec1-1ce451dbb6d5_20250505T18:19_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting me and.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office checking for claim status.
[AGENT][NEUTRAL] What's that policy number, please?
[CUSTOMER][NEUTRAL] Sorry, uh, it was, I'm not hear you.
[AGENT][NEUTRAL] Uh, yes, I can help with the claim status. um, and what is that policy number, please?
[CUSTOMER][NEUTRAL] So the policy number, uh, the starting is followed by 3 consecutive 0990562.
[AGENT][NEUTRAL] OK, and you said that the, the policy number is 990562?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII], the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Is there a callback number I can have in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, my contact number is [PII].
[AGENT][POSITIVE] Thank you very much. Um, now, this, uh, policy is, um,
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] It's handled by a company called Web TPA. It's not a product that we do, uh, so let me give you their phone number. They would be able to tell you about the claim status.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And so the company that that administers this is called Web TPA T as in Tom, P as in Papa, A as in apple.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Their phone number is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], and they will be able to help you.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK, I will repeat again the uh verify the claim call number. So it's [PII], right?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That is correct, yes. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, yeah, thank you so much for your help today. Thank you. Have a great day.
[AGENT][POSITIVE] OK, thanks for contacting me.