AccountId: 011433970860
ContactId: 0faccf25-f639-4b1b-aa99-489bdfb97e63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218809 ms
Total Talk Time (AGENT): 94278 ms
Total Talk Time (CUSTOMER): 68206 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/0faccf25-f639-4b1b-aa99-489bdfb97e63_20250130T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm at Seymour Family Physicians and I have a uh mutual patient that, uh, it's coming up. I'm verifying his insurance.
[AGENT][NEUTRAL] OK, so you need eligibility information, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah, I've got his card right here is what I'm, uh, his name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], let me have some information from you before I get the information from the patient. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII] and my name is [PII].
[AGENT][NEUTRAL] OK, um let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, the member number, is that what you need on here on this card? Let's see, yeah, it's 02365919.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] right on the on the right hand.
[AGENT][NEUTRAL] OK. And what is Mr. uh [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Let me get to the other screen, it is [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and let's see, it looks like this is going to be um.
[AGENT][NEUTRAL] OK, so this particular policy is managed by Web TPA.
[AGENT][NEUTRAL] Um, so for any type of benefits, claim status, any eligibility goes through with TPA, OK, so let me go ahead and give you their num.
[CUSTOMER][NEUTRAL] I'm sorry, you're going in and uh you're, you're going in and out. I didn't hear what you said. What did you say?
[AGENT][NEUTRAL] OK, Miss [PII], this particular policy uh goes to web TPA.
[AGENT][NEUTRAL] So all questions regarding eligibility, benefits, claim status web TPA is the one that handles that part. Um, so what I can do is go ahead and transfer you over and give you the phone number to web TPA.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can you transfer me or do I need to call back?
[AGENT][NEUTRAL] Mhm. Yes, I can transfer you. Yeah, I can transfer you. Let me give you the number for future. Mhm, yes. Mhm. It's [PII].
[CUSTOMER][NEUTRAL] And what's that number? Yeah, give me that number, yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. You're welcome. Let me go ahead and transfer you. Is there anything else I'm gonna help you with today before I transfer?
[CUSTOMER][POSITIVE] No, I really appreciate it thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day. One moment while I transfer.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] At TPA the
[CUSTOMER][NEUTRAL] Hello.