AccountId: 011433970860
ContactId: 410c0416-2ade-4aca-b5ac-1d05c2a55c88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153139 ms
Total Talk Time (AGENT): 61044 ms
Total Talk Time (CUSTOMER): 48459 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/410c0416-2ade-4aca-b5ac-1d05c2a55c88_20250414T14:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], this is [PII] calling from West Virginia University Hospital, and I'm checking to see if you have a claim for the patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with claims. Um, can I please get your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then may I also get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And ID number 7517005.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[AGENT][NEUTRAL] OK, I'm not able to pull him up with that number. Do you see another number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, cause of course not when the patients.
[CUSTOMER][NEUTRAL] Came in.
[CUSTOMER][NEUTRAL] There's
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try to find him with his name.
[CUSTOMER][NEUTRAL] Yeah, see this is saying the.
[CUSTOMER][NEUTRAL] OK, yeah, I think this is saying an MIA group.
[AGENT][NEUTRAL] you spell his last mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I am a group
[AGENT][NEUTRAL] IMA OK I can transfer you on over to IMA so that they can help you. I've got their phone number. uh, let me go ahead and give that to you just in case the call gets dropped you'll have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, it's gonna be a quick hold while I transfer you on over. Is there anything else, Miss [PII], I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, no, not at this time, thank you.
[AGENT][POSITIVE] You're very welcome. You have a wonderful week and thank you for calling APL.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administrator for benefits in.