AccountId: 011433970860
ContactId: b91eb961-4d97-4d96-b5ec-d39418e5a418
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128699 ms
Total Talk Time (AGENT): 34900 ms
Total Talk Time (CUSTOMER): 43196 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/b91eb961-4d97-4d96-b5ec-d39418e5a418_20250401T14:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi there. My name is [PII] calling from product office to check claim status.
[AGENT][NEUTRAL] OK, could you spell your name for me, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. The last name initial [PII].
[AGENT][NEUTRAL] And may I please have the call back number?
[CUSTOMER][NEUTRAL] Mhm. [PII] it's a direct line.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 1487439.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm it's um.
[CUSTOMER][NEUTRAL] [PII] [PII], date of birth.
[AGENT][NEUTRAL] And you're calling in for status of claim?
[CUSTOMER][POSITIVE] Uh huh, that's right.
[AGENT][NEUTRAL] And is this for a medical claim?
[CUSTOMER][NEUTRAL] Uh-huh, medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So for this member to verify the medical claim or check status, you will have to contact [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, could be able to transfer or I need to dial?
[AGENT][NEUTRAL] Yes, hold for the transfer.
[CUSTOMER][NEUTRAL] Thank you. You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance program under.