AccountId: 011433970860
ContactId: 116ccb84-96a6-4603-9326-595c48322895
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209039 ms
Total Talk Time (AGENT): 89390 ms
Total Talk Time (CUSTOMER): 60633 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/116ccb84-96a6-4603-9326-595c48322895_20250117T20:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII] and I'm calling from East Liverpool City Hospital. I'm checking on a claim status. Could you please help me with that?
[AGENT][NEUTRAL] Sure, can I assist you with claim status? I didn't quite catch your name. Can you repeat your name?
[CUSTOMER][NEUTRAL] Uh, sure. My name is [PII]. It's spelled [PII] in [PII].
[AGENT][POSITIVE] Thank you, Miss. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, sure. It's [PII], your direct line.
[CUSTOMER][NEUTRAL] And I'm sorry, how do you spell your name?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's 02482867.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Your patient is [PII].
[CUSTOMER][NEUTRAL] Bluestone. Date of birth is uh [PII].
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. And you said you need um eligibility benefits or claim status. I'm sorry.
[CUSTOMER][NEUTRAL] Our general claims service.
[AGENT][NEUTRAL] OK. What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Uh, data services, uh, just give me a moment. It's
[CUSTOMER][NEUTRAL] [PII]. And this claim was billed for $520 even.
[AGENT][NEUTRAL] OK. [PII], the amount of 520. Is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me see if I can find this claim for you.
[AGENT][NEUTRAL] Um, bear with me just a minute. It looks like this one is not managed by us. OK, um, Ms. [PII], this particular policy is managed by Web TPA, so they're the ones that need to give you the claim status information. We don't have that information available with APL. Um, would you like me to transfer you over?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Let me give you the number just in case you need it for future. Um, the number is 18669759458.
[AGENT][NEUTRAL] And let me go ahead and transfer you over. Is there anything else I may help you with today before I transfer you, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, no, that's all for today. Thank you so much.
[AGENT][NEUTRAL] You're welcome and thank you for calling AP. Have a good afternoon. One moment while I transfer, OK.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to