AccountId: 011433970860
ContactId: 17a294b4-7322-4941-922e-daf68db2e6e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143899 ms
Total Talk Time (AGENT): 33597 ms
Total Talk Time (CUSTOMER): 36059 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/17a294b4-7322-4941-922e-daf68db2e6e8_20250617T21:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from University Medical Center. I have a patient that's coming in for a sleep study that I was trying to um get benefits for.
[AGENT][NEUTRAL] Hey, [PII], I can help you with benefits. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 001638195-01.
[AGENT][NEUTRAL] Um, do you have a patient last name and?
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Uh, [PII], was that the last name?
[CUSTOMER][NEUTRAL] Sorry, the first name. [PII] is the uh last name.
[AGENT][NEUTRAL] [PII], OK, hold on one moment.
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK, let me see. Um.
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] OK, sorry about that. And do you have his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, looks like um for benefit information, um, it's administered through web TPA.
[AGENT][NEUTRAL] Um, I can transfer you over there if you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Welcome to Web TPA.