AccountId: 011433970860
ContactId: 00d47a94-2014-4da8-902c-b111f43a8dfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75500 ms
Total Talk Time (AGENT): 19542 ms
Total Talk Time (CUSTOMER): 22188 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/2025/06/24/00d47a94-2014-4da8-902c-b111f43a8dfe_20250624T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm just calling regarding a bill that I received.
[CUSTOMER][NEUTRAL] From the hospital?
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] Do you have your uh policy number?
[CUSTOMER][NEUTRAL] Uh, yes, um, it's.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 346-844.
[AGENT][NEUTRAL] OK. And what was your uh first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it looks like these claims are through web TPA, so they'd be able to help you with looking at claims. Do you want me to transfer you over there?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Welcome to Web TPA.