AccountId: 011433970860
ContactId: 2529b720-a843-4cb6-9298-eb46a01c6448
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112250 ms
Total Talk Time (AGENT): 45579 ms
Total Talk Time (CUSTOMER): 30254 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/2529b720-a843-4cb6-9298-eb46a01c6448_20250520T14:18_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]. I'm calling from Capitol Hill just trying to verify a member's benefits.
[AGENT][POSITIVE] OK [PII], I can help you with eligibility. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much and you said you were calling from where? I'm so sorry.
[CUSTOMER][NEUTRAL] The provider Capital Health.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 02451956.
[AGENT][NEUTRAL] OK, give me one moment while I look that up.
[CUSTOMER][NEUTRAL] Mhm and your first and last name?
[AGENT][NEUTRAL] Um, my name is [PII] [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, her name is [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, it looks like for this particular policy, you will need to contact Web TPA and I have their number for you whenever you're ready.
[CUSTOMER][NEUTRAL] Sure, give me one second.
[CUSTOMER][NEUTRAL] OK, what's their number?
[AGENT][NEUTRAL] 866.
[AGENT][NEUTRAL] 975.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][POSITIVE] OK, thanks so much.
[AGENT][POSITIVE] OK, thank you so much for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] OK.