AccountId: 011433970860
ContactId: 01f1542f-89fa-48f8-8d24-1165600dd927
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196979 ms
Total Talk Time (AGENT): 82270 ms
Total Talk Time (CUSTOMER): 55507 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/01f1542f-89fa-48f8-8d24-1165600dd927_20250124T21:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh, hi, this is [PII] calling from provider's office to check the claim status. Can you help me with this?
[AGENT][NEUTRAL] Yes, I can help you with claim status. [PII], can you.
[AGENT][NEUTRAL] Give me the name of the provider you're calling for.
[CUSTOMER][NEUTRAL] It is vital MD Group Holding LLC.
[AGENT][NEUTRAL] OK, what was the um first name of the guru? I got the holding LLC but I missed the first part.
[CUSTOMER][NEUTRAL] It is vital. It's V I T A L, Vital MD Group Holding LLC.
[AGENT][NEUTRAL] Vital
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK, thank you so much and then what's your call back number [PII] just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yes, it is [PII]. And how do you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's story, right?
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, [PII], can you give me the patient's name please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it is uh [PII].
[AGENT][NEUTRAL] And then what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is for [PII].
[AGENT][NEUTRAL] And the policy number please?
[CUSTOMER][NEUTRAL] Yes, it is 02144183.
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you so much. I'm going to need to transfer you on to web TPA so that they can give you that claim status. Let me give you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The um phone number just in case the call is disconnected during the transfer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is [PII], it's [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, it is [PII]. Is that right?
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] So it's gonna be a brief hold while I transfer you.
[CUSTOMER][POSITIVE] OK. Thank you so much for your assistance.
[AGENT][POSITIVE] You're welcome, [PII]. It's gonna be a brief hold while I transfer you. You have a good weekend and thanks for calling APL, sir.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Welcome to