AccountId: 011433970860
ContactId: f6102fb4-02da-4059-8adb-61adeb1b2959
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274570 ms
Total Talk Time (AGENT): 49240 ms
Total Talk Time (CUSTOMER): 101581 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/f6102fb4-02da-4059-8adb-61adeb1b2959_20250228T13:20_UTC.wav
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[AGENT][NEUTRAL] [PII], this is how may I help you?
[CUSTOMER][NEUTRAL] Um, my name is [PII], and, um, get online to see like my benefits and stuff, but it's not really.
[AGENT][NEUTRAL] OK, I'm sorry, what's your name?
[CUSTOMER][NEGATIVE] It's not.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. What's your policy number, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02536254.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, can you verify your date of birth, your mailing address, and your email address for me please?
[CUSTOMER][NEUTRAL] OK, [PII] uh [PII] and my email is my [PII] and last name, the [PII].
[AGENT][NEUTRAL] All right, thanks for that, [PII]. And you said that you're wanting to go for your medical benefits?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, now your medical policy is administered through a different company named Web TPA. Um, I can give you their phone number and I can transfer you to that location too if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, you can transfer me.
[AGENT][NEUTRAL] OK, did you want to write down the number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] And I'll go ahead and get you transferred. Do you have any other questions before we transfer?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright, thanks for calling APLJ. Give me one second and I'll get you connected. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance program underwritten by American Public Life Insurance Company. If this is an emergency, please hang up and dial [PII]. If you are a member calling about your premium billing or need to make changes to your account, such as an address change, add or drop a dependent, or wish to modify your coverage in any way, please call American Public Life at [PII].
[CUSTOMER][NEUTRAL] Due to severe winter weather, you may experience longer wait times. If this is not an urgent matter, please call back at a later date. Thank you for your patience.
[CUSTOMER][NEUTRAL] Please note, your call may be monitored or recorded for quality assurance. The information provided during this call is only a description of benefits and is not a guarantee of payment. Benefits are based upon eligibility at the time services are rendered and all plan provisions.
[CUSTOMER][NEUTRAL] OK.