AccountId: 011433970860
ContactId: 03a8b41a-3209-4284-85f4-518db757c4f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76860 ms
Total Talk Time (AGENT): 16922 ms
Total Talk Time (CUSTOMER): 33003 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/03a8b41a-3209-4284-85f4-518db757c4f9_20250501T16:46_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm trying to verify a uh patient's benefits for a possible CPAP set up.
[AGENT][POSITIVE] OK, I can help you with benefits. Could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] And you can reach me at [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, 02558156.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Uh, looks like this policy is through web TPA. Um, I can get you transferred over to them.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, that would be great thank you.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Welcome to Web TPA.