AccountId: 011433970860
ContactId: 29d032b1-0e40-4b43-af55-3910178032b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180199 ms
Total Talk Time (AGENT): 61601 ms
Total Talk Time (CUSTOMER): 81438 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/29d032b1-0e40-4b43-af55-3910178032b1_20250317T19:57_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is how may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] My name is [PII] calling for the provider Med first Immediate Care and Family Practices. Please be informed that this call is being recorded and monitored for quality and training purposes. Could you please repeat your name, please?
[AGENT][NEUTRAL] I is [PII]
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]. OK. And you said you were calling for claim status, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then may I get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. My extension it's a direct line.
[AGENT][NEUTRAL] Thank you, ma'am. OK, and then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the patient name is [PII], and the date of birth is [PII].
[CUSTOMER][NEUTRAL] And my ID is A as in Alpha P as in Papa L as in Lima [PII].
[AGENT][NEUTRAL] OK, that is not one of our policy numbers. Do you see another number?
[CUSTOMER][NEUTRAL] No, well, let me look at that.
[CUSTOMER][NEUTRAL] Well, I do have member number.
[AGENT][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's 02469202.
[AGENT][NEUTRAL] OK, let me pull up that number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] OK, and then what is the data service?
[CUSTOMER][NEUTRAL] Take
[CUSTOMER][NEUTRAL] Date of service is [PII].
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] OK, I'm going to need to transfer you now over to Web TPA so that they can um help you further the claim um I'm gonna give you that number just in case we're disconnected during the transfer you'll have it. It's 1866.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 975.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][POSITIVE] OK, thank you so much. Could you please transfer this call to them?
[AGENT][NEUTRAL] Yes, hold on please. I'll be a quick brief hold. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the ads.