AccountId: 011433970860
ContactId: e14b643b-26b2-4625-9fab-016e99c30f01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160529 ms
Total Talk Time (AGENT): 57429 ms
Total Talk Time (CUSTOMER): 61923 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/e14b643b-26b2-4625-9fab-016e99c30f01_20250512T18:57_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office and before that, this call is being recorded for quality and training purpose. Is it OK for you?
[AGENT][NEUTRAL] Oh, that's fine.
[CUSTOMER][NEUTRAL] Thanks. Yeah, and I didn't get your name. Can you spell it for me?
[AGENT][NEUTRAL] [PII] last initial [PII] and your name is?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Uh, spell that one more time. [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And how may I assist you today?
[CUSTOMER][NEUTRAL] Yeah, claims.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And how do you pronounce your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], OK. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] APL 20001.
[AGENT][NEUTRAL] Uh, it's not a policy number of ours. Uh, do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Can you check with the policy number is 001896147?
[AGENT][NEUTRAL] Let's see, one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, wait a minute. The call, sorry, the callback number is [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. Well, with this type of policy to verify claim status, you will have to contact Web TPA and if you like, I can give you their phone number.
[CUSTOMER][NEUTRAL] Yeah, you can provide me the call number. As on the member, member ID also, the number I have called only that is mentioned. So I've called for premium inquiry and services other than claims and benefit call [PII].
[CUSTOMER][NEUTRAL] OK. For now, you can provide me the web TPN number.
[AGENT][NEUTRAL] OK, it's [PII], option 3.
[CUSTOMER][POSITIVE] OK. Thanks for helping, assisting with the claim. Have a good day. Bye for now.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Mhm.