AccountId: 011433970860
ContactId: 196fb661-c41f-40eb-8284-9a262d07e51d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128339 ms
Total Talk Time (AGENT): 32533 ms
Total Talk Time (CUSTOMER): 40505 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/196fb661-c41f-40eb-8284-9a262d07e51d_20250508T18:48_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from provider office. May I know the claim status?
[AGENT][NEUTRAL] OK, I can help you with claim status, [PII]. Um, what provider's office are you with?
[CUSTOMER][NEUTRAL] HCA Houston Healthcare.
[AGENT][NEUTRAL] OK, do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the correct facility name is Houston Northwest Medical.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yeah, sure. Just give me a moment. Let me check.
[CUSTOMER][NEUTRAL] 0189
[CUSTOMER][NEUTRAL] 5308.
[AGENT][NEUTRAL] Can you have a patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Uh, it looks like this policy is administered by Web TPA. They're the third party administra administrator. Can I transfer you over there and they can help you with claim status?
[CUSTOMER][NEUTRAL] Sure. And may I know the correct contact number before you transfer?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you so much for giving the information. Have a great day. Bye-bye.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Welcome to WebTPA, the