AccountId: 011433970860
ContactId: 309a3b61-59c3-460f-afb7-a720929b93af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94730 ms
Total Talk Time (AGENT): 36299 ms
Total Talk Time (CUSTOMER): 35384 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/309a3b61-59c3-460f-afb7-a720929b93af_20250508T12:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] All right. My name is [PII] calling on behalf of providers Hospital to check on the claim status.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check on a claim. Can I get the policy number?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] And the policy number was 018.
[CUSTOMER][NEUTRAL] 953
[CUSTOMER][NEUTRAL] 08
[AGENT][NEUTRAL] All right, let me pull that up here. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And may I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. I remember it was [PII]. The date of birth of [PII].
[AGENT][POSITIVE] Thank you. And then,
[AGENT][NEUTRAL] It looks like for claim questions, that's gonna go to web TPA. Would you like their phone number or would you like me to transfer you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, uh, can I get the, the contact number as well? Uh, but you can't transfer call to them.
[AGENT][NEUTRAL] We can't
[AGENT][NEUTRAL] OK, the contact number is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Mhm alright thank you.
[AGENT][NEUTRAL] You're welcome. One moment, I'll transfer you.
[CUSTOMER][POSITIVE] Yeah, sure, thank you so much. You are on hold.
[AGENT][NEUTRAL] OK.