AccountId: 011433970860
ContactId: 132d05ea-3bcd-430b-a2ed-894dbeb19c72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140619 ms
Total Talk Time (AGENT): 62305 ms
Total Talk Time (CUSTOMER): 52640 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/132d05ea-3bcd-430b-a2ed-894dbeb19c72_20250220T19:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi [PII]. My name is [PII]. I'm calling from Proscan Imaging. How are you doing today?
[AGENT][POSITIVE] I'm doing well, [PII] how are you?
[CUSTOMER][POSITIVE] I'm doing well thank you um I was just calling uh to verify benefits for a patient.
[AGENT][POSITIVE] Sure, I can check benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah my direct line is [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I do, um,
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Uh, that policy number is 776,400.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, this is for [PII]. Uh, date of birth is [PII].
[AGENT][NEUTRAL] Alrighty thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII] and so with this kind of policy I'm not able to view uh benefit or claim information that is handled through, uh, they're called web TPA um I can give you their phone number and then I can transfer you if you'd like.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, I will take that.
[AGENT][NEUTRAL] Alrighty, uh, are you ready for the number?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you call that number, it would, uh, you would select option 3.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Option 3. OK, perfect. Uh thank you so much for that. Uh, yes, if you could please, I'd appreciate it.
[AGENT][NEUTRAL] Yes, and did you want me to go ahead and transfer you?
[AGENT][NEUTRAL] Of course, absolutely just gonna get you on a, uh, put you on a hold while I get them on the line.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright thank you I hope you have a great rest of your day bye bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to TPA, the administrator for the limited benefit health insurance program.
[CUSTOMER][NEUTRAL] Due to severe winter