AccountId: 011433970860
ContactId: 1d3f970a-346e-403a-bf9b-e6ae87280982
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350459 ms
Total Talk Time (AGENT): 69309 ms
Total Talk Time (CUSTOMER): 58650 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/1d3f970a-346e-403a-bf9b-e6ae87280982_20250204T14:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling for the provider Gastonia Physician Service PLLC. Please note that this call will be recorded and monitored for quality and training purposes. I'm calling to check on a claim status.
[AGENT][NEUTRAL] Sure, I can assist you with claim status, and you say your name is [PII]?
[CUSTOMER][NEUTRAL] No, it's [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] The patient policy number is 02494959.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, the patient name is [PII] and the patient's date of birth is [PII].
[AGENT][NEUTRAL] OK. Let see.
[AGENT][NEUTRAL] This particular policy is managed by Web TPA. Um, I will have to transfer over the call to Web TPA to assist you with claims.
[AGENT][NEUTRAL] To see, um, let me give you their phone number which is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. Again, that's [PII].
[CUSTOMER][NEUTRAL] OK. Uh, can you please spell your name?
[AGENT][NEUTRAL] OK, let me transfer you.
[AGENT][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Let me transfer you over. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] Yeah, may I have your call reference number?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's statement.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Welcome to TP.