AccountId: 011433970860
ContactId: 2eba265b-3e48-4606-b545-a2a86737678a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123470 ms
Total Talk Time (AGENT): 41029 ms
Total Talk Time (CUSTOMER): 58820 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/2eba265b-3e48-4606-b545-a2a86737678a_20250512T15:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is Miss [PII]. I'm calling from New Orleans Medical [PII] regarding Mr. [PII]. He has to have blood work done and I'm just calling to find out if LabCorp is in network and where do you send the claim.
[AGENT][POSITIVE] OK, I can verify benefits for you, and I apologize for your name again.
[CUSTOMER][NEUTRAL] The computer
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Cebe
[AGENT][NEUTRAL] You said Eddie?
[CUSTOMER][NEUTRAL] Um C B P H O E B E C B.
[AGENT][NEUTRAL] Thank you. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, his policy number is 0183.
[CUSTOMER][NEUTRAL] 4041
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] The number's the same thing [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much and verify that patient's name, date of birth.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I show his effective date is [PII]. Uh, for benefits, you will have to speak with Web TPA and I can give you their phone number or transfer you over to them.
[CUSTOMER][NEUTRAL] Uh, they gave me this number, is that [PII]?
[AGENT][NEUTRAL] Uh, yes, ma'am. Option 3.
[CUSTOMER][POSITIVE] Oh, OK, I'll try to call him again thank you.
[AGENT][POSITIVE] Uh yes ma'am, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Excuse me, bye.