AccountId: 011433970860
ContactId: 41e7beca-43ed-4c9a-81d5-39e047f3cbe5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446100 ms
Total Talk Time (AGENT): 134659 ms
Total Talk Time (CUSTOMER): 151617 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/41e7beca-43ed-4c9a-81d5-39e047f3cbe5_20250211T20:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. They speaking. May I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, I need to talk to someone about a claim.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm with Baptist Hospital.
[AGENT][NEUTRAL] And I'm sorry, your name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, [PII]. OK, and Miss [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That is going to be.
[CUSTOMER][NEUTRAL] 002156072-01
[AGENT][POSITIVE] OK, thank you so much. Give me one moment. And do you have a callback number in case the call drops? Oh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And what is that patient's name, date of birth?
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Can I get your name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh yes, ma'am. It's [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am, and give me a moment. I will have to transfer you to Web TPA. Uh, they are the ones that actually process claims and get benefits. Do you mind holding for a moment?
[CUSTOMER][NEUTRAL] All right. No, go ahead, thank you.
[AGENT][NEUTRAL] Yes, ma'am. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the.
[CUSTOMER][NEUTRAL] Due to severe winter weather, you may experience longer wait times. If this is not an urgent matter, please call back at a later date. Thank you for your patience.
[CUSTOMER][NEUTRAL] Please note, your call may be monitored or recorded for quality assurance. The information provided during this call is only a description of benefits and is not a guarantee of payment. Benefits are based upon eligibility at the time services are rendered and all plan provisions.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] another
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you for calling customer service.
[CUSTOMER][NEUTRAL] Pardon me, my name is [PII]. How may we assist you today?
[AGENT][NEUTRAL] Hi, Ms. [PII]. This is [PII] from APL. How are you today?
[CUSTOMER][NEUTRAL] I'm alright, you?
[AGENT][POSITIVE] I'm good, just waiting for the day to be over.
[AGENT][NEUTRAL] But um,
[CUSTOMER][NEUTRAL] And that makes two of us.
[AGENT][NEUTRAL] I know, right? Um, I have a provider on the phone and she is wanting to call benefits, uh, call for claim status for this insured.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what's the ID number [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What's her birthday?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] And [PII], thank you for all you do. I, I can go ahead and try to help that provider. Um, did you get her name or not?
[AGENT][NEUTRAL] Uh, her name is [PII].
[CUSTOMER][NEUTRAL] [PII]? OK.
[AGENT][NEUTRAL] [PII] from the block, yes ma'am. Hold on one moment.
[CUSTOMER][POSITIVE] And that's just great thank you for all you do.
[AGENT][POSITIVE] Oh, thank you so much one moment.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] They are my favorites.
[AGENT][POSITIVE] Oh, that's sweet.
[CUSTOMER][NEUTRAL] It's the truth, you and [PII] and everybody.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Oh, Ms. [PII] doesn't work with APL anymore. She retired.
[CUSTOMER][POSITIVE] Oh, after all, and that's what I wanna do someday was good for her. She deserved it. I, I've been here over 20 years and I always talk to [PII] almost every day.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh wow. Yeah, she decides she wants to go fishing full time.
[CUSTOMER][POSITIVE] And she's, she's so sweet, isn't she though?
[AGENT][NEUTRAL] So
[AGENT][POSITIVE] Oh, she is the sweetest person. I've known her since she started and she is one of the sweetest people.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Uh, I don't
[CUSTOMER][POSITIVE] I agree. I don't know anybody. I really don't know anyone sweeter than she is. It's just pure sweet.
[AGENT][NEUTRAL] Yeah, it'd be hard. Yeah, you'd be hard pressed to find anyone as sweet as she was.
[CUSTOMER][POSITIVE] Even though you're pretty sweet, but you know, I'm ready for [PII]. Yeah, well, don't we all? Uh, can you, we do, we all have our mama. Don't worry. Hey, do you, can you tell me what number she's calling from or do you see it?
[AGENT][NEUTRAL] OK, I have my moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK, yes.
[AGENT][NEUTRAL] Um, uh, she gave me a [PII].
[AGENT][NEUTRAL] Or it could be [PII]. You're welcome. It could be [PII]. Maybe I heard wrong.
[CUSTOMER][POSITIVE] Thank you for all your help.
[CUSTOMER][NEUTRAL] I ask her.
[AGENT][POSITIVE] All right. Well, thank you so much. Have a great one.
[CUSTOMER][POSITIVE] You're welcome you as well thank you.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] Thank you for calling customer service. My name is [PII]. Is this [PII]?
[CUSTOMER][NEUTRAL] It is.