AccountId: 011433970860
ContactId: 419d5d4e-4cad-407f-95cc-095a2f75acb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199169 ms
Total Talk Time (AGENT): 73458 ms
Total Talk Time (CUSTOMER): 46696 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/419d5d4e-4cad-407f-95cc-095a2f75acb8_20250123T18:20_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the office of Doctor [PII]. I just wanted to check a couple of things on a patient's plan.
[AGENT][POSITIVE] Oh yeah, I'd love to help you. And you said your name was [PII]. Did I get that right?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][POSITIVE] [PII], I'm so sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, Ms. [PII], do you mind if I also get a quick callback number from you?
[CUSTOMER][NEUTRAL] Yes, that would be [PII].
[AGENT][POSITIVE] Perfect. And what is the policy number we want to look at today, ma'am?
[CUSTOMER][NEUTRAL] That would be 01836250.
[AGENT][POSITIVE] Wonderful, thank you.
[AGENT][NEUTRAL] I'm so sorry. Just one second. And would you be able to verify your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, that would be for [PII]'s date of birth [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, and what questions did you have on this policy that I could help you with today?
[CUSTOMER][NEUTRAL] OK, um, she's still active on this one, correct?
[AGENT][POSITIVE] I do show that this policy is active, yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I wanna know how many visits does she have per calendar year?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so.
[AGENT][POSITIVE] Perfect, so I'm looking at this policy. It looks like um.
[AGENT][NEUTRAL] The the claims and benefits are administered through Web CPA, which is another company, um, and so they would be able to provide you with that benefit information. All I can see is just that that she's active.
[CUSTOMER][NEUTRAL] OK, um, do you have a phone number for the web TPA by any chance?
[AGENT][POSITIVE] I absolutely do. I have the phone number listed as [PII].
[CUSTOMER][POSITIVE] OK, yeah, thank you so much, Ms. [PII].
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you as well, and you have a wonderful day, Miss [PII].
[CUSTOMER][POSITIVE] Thank you you too, ma'am bye.
[AGENT][POSITIVE] My pleasure. Bye-bye.