AccountId: 011433970860
ContactId: b609ce08-3a26-42b8-8ed6-37bc5540605a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210160 ms
Total Talk Time (AGENT): 59930 ms
Total Talk Time (CUSTOMER): 66690 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/b609ce08-3a26-42b8-8ed6-37bc5540605a_20250528T17:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] and I'm calling from, yes, uh, my name is [PII] and I'm calling from Ayapuram Medical Center.
[CUSTOMER][NEUTRAL] Pay with the claim information.
[AGENT][NEUTRAL] Oh OK, I can check on a claim for you. I'm sorry, could you spell your name for me?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], which is [PII], and the last initial of my name is [PII].
[AGENT][NEUTRAL] OK, thank you. uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, what was that area code? I don't think I got that.
[CUSTOMER][NEUTRAL] For the facility?
[AGENT][NEUTRAL] Uh, the callback number, um, I, I don't believe I got the full callback number if you wouldn't mind repeating that for me.
[CUSTOMER][NEUTRAL] Yes, please. It's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got it, thank you. um, do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do have the policy number, which is 02486495.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Member's name is [PII] and uh
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so for this policy, [PII], I'm unable to view claim information that is handled through their called web TPA. I can give you their phone numbers and then transfer you to them if you'd like.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. The phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].