AccountId: 011433970860
ContactId: 383ccba3-a15d-4709-a380-e8eebc00267d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165990 ms
Total Talk Time (AGENT): 65999 ms
Total Talk Time (CUSTOMER): 59663 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/383ccba3-a15d-4709-a380-e8eebc00267d_20250305T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good day [PII] my name is [PII].
[CUSTOMER][NEUTRAL] Calling on behalf of Augusta Medical Group to check on status of payment. Please be informed that this call is being recorded and monitored for quality and training purposes, [PII].
[AGENT][NEUTRAL] Sure, and I'm sorry, [PII], you said we were, we were needing to check on a claim.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I could check that for you. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's gonna be [PII].
[CUSTOMER][NEUTRAL] With the extension of [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's 02487902.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that information, [PII] um so for this policy um I am unable to view claim information um so I would have to send you to it's handled through web TPA. I can give you that phone number and then I can transfer you if you'd like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, just a minute before that, uh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, can I get the direct number and the call reference number for our call discussion please?
[AGENT][NEUTRAL] Absolutely. So our uh reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[AGENT][NEUTRAL] And then let me know when you're ready for that phone number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 975.
[AGENT][NEUTRAL] 9458 and if you call that number you would select option 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, could you please give me a lab representative from there?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] Could you please get me a live representative from that?
[AGENT][NEUTRAL] Yes, I can go ahead and transfer you now um did you have any other questions for me [PII]?
[CUSTOMER][POSITIVE] No, that's all for today. Thank you so much for your assistance. I hope you have a wonderful day ahead, and you can give me a live representative. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes sir, just gonna put you on a hold while you're on the line. I hope you have a great rest of your day.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator.