AccountId: 011433970860
ContactId: 3a3bee33-d26e-4955-a8d7-8ed46dbd10fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113779 ms
Total Talk Time (AGENT): 54497 ms
Total Talk Time (CUSTOMER): 29582 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/3a3bee33-d26e-4955-a8d7-8ed46dbd10fe_20241231T15:37_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling.
[AGENT][NEUTRAL] [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII]. I'm calling from Marri Health Westley. I'm trying to verify benefits on a patient.
[AGENT][POSITIVE] It would be my pleasure to assist you with benefits, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] She don't have a card. I have her social, date of birth, name.
[AGENT][NEUTRAL] All right, what is that social?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Is that for dental or medical?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so for any benefits eligibility or claim status, you would need to contact Web TPA, that is the third party administrator.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I can give you their phone number.
[AGENT][NEUTRAL] As well as.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, transfer you to them.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And their phone number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] [PII] and I'll be happy to transfer you to them.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] [PII], thank you for calling ATL. Let you hope for the transfer. Hope you have a great day and a happy new year.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At TPA.