AccountId: 011433970860
ContactId: 41352df8-3653-45e1-9d8a-2c4dffaff188
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168860 ms
Total Talk Time (AGENT): 84431 ms
Total Talk Time (CUSTOMER): 44432 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/41352df8-3653-45e1-9d8a-2c4dffaff188_20250414T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Capitol Hill. I have a member that's coming in for outpatient testing trying to verify their, um, building.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 303
[CUSTOMER][NEUTRAL] 433 1.
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02451956
[AGENT][NEUTRAL] I'm sorry, I, I missed that last digit. Could you repeat that?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 02451956
[AGENT][NEUTRAL] What was after the 5 at the end? I'm so sorry.
[CUSTOMER][NEUTRAL] 6
[AGENT][NEUTRAL] 6. OK, thank you. I'm not sure what's going on. I appreciate it um and then what was the name?
[CUSTOMER][NEGATIVE] That's cutting out my phone.
[AGENT][NEUTRAL] What was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. Uh, so this policy is active. Effective date was [PII], and this is a limited indemnity medical plan, so, uh, pays a set dollar amount per covered procedure or office visit, um, no copays, no deductibles, and no authorization is required.
[CUSTOMER][NEUTRAL] Are we in in network?
[AGENT][NEUTRAL] This plan doesn't participate in a network um as it is a limited indemnity plan and if you needed specifics as to um the benefits and what is and is not covered uh that is handled through they're called web TPA if you need their contact information or for me to transfer you I can do that.
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] So a minute
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what's her number?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you were to call them, you would select option 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you want me to transfer you to them? Of course, absolutely alright I'm just gonna put you on a brief hold while I get them on the line for you.
[CUSTOMER][NEUTRAL] Alright, yeah, can you transfer me? Yeah.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright thank you bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator.
[CUSTOMER][NEUTRAL] Please note