AccountId: 011433970860
ContactId: ef0ed375-a16c-4a0e-b32b-d163c2025025
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113480 ms
Total Talk Time (AGENT): 52313 ms
Total Talk Time (CUSTOMER): 31122 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/ef0ed375-a16c-4a0e-b32b-d163c2025025_20250326T18:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to check status of a claim for a patient.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It's 002-279-844.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] It's for [PII] and his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that [PII]. uh, so for this claim I'm actually unable to view that information that is going to be handled through, uh, they're called web TPA um if you'd like I can give you their phone number and I can transfer you as well if you'd like.
[CUSTOMER][POSITIVE] Uh, yeah, that'd be great.
[AGENT][NEUTRAL] OK, let me know when you're ready for that number.
[CUSTOMER][NEUTRAL] You can go ahead.
[AGENT][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you call that number, you would select option 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Option 3 perfect. OK.
[AGENT][NEUTRAL] Yes, did you want me to go ahead and transfer you now?
[CUSTOMER][NEUTRAL] Uh, yeah, if you don't mind.
[AGENT][POSITIVE] Sure, of course. Alright, just gonna put you on a brief hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye.
[CUSTOMER][NEUTRAL] Bye. You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TPA.
[CUSTOMER][NEGATIVE] Please not