AccountId: 011433970860
ContactId: 3f6ed4c0-b46c-432f-a210-31b97bbf3bef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141139 ms
Total Talk Time (AGENT): 62289 ms
Total Talk Time (CUSTOMER): 36695 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/3f6ed4c0-b46c-432f-a210-31b97bbf3bef_20250217T14:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] [PII] is [PII] for [PII] and I'm calling with regards to patients admission authorization.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] It would be my pleasure to assist you, [PII]. What is the callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, policy number is
[CUSTOMER][NEUTRAL] Hold on a sec.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number 02229730.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh, the [PII], and it's for [PII].
[AGENT][NEUTRAL] All right, thank you, [PII]. [PII], I can tell you this policy is active for any um authorization or
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You would need to contact the third part or benefits or claim status, you would need to contact the third party administrator, Web TPA. Their phone number.
[AGENT][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I can transfer you to them, [PII].
[CUSTOMER][NEUTRAL] Yes please thank you this is for authorization right? the phone number you gave me?
[AGENT][NEUTRAL] It would be for authorization benefits or claim status.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] It's my pleasure, [PII]. And, and you have that number?
[AGENT][NEUTRAL] In case you need it.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] All right, I'll be happy to transfer you, [PII], if you'll hold for the transfer and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administra.