AccountId: 011433970860
ContactId: 465a39ba-66bb-4bbd-84c9-5ca01e17cc2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99449 ms
Total Talk Time (AGENT): 38498 ms
Total Talk Time (CUSTOMER): 24959 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/465a39ba-66bb-4bbd-84c9-5ca01e17cc2a_20250205T21:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII]. I'm calling from South Tampa Hospital, and I'm calling for claim status.
[AGENT][POSITIVE] All right, I'm happy to check on a claim. Do we have a policy number?
[CUSTOMER][NEUTRAL] I have 02356255.
[AGENT][POSITIVE] All right, thank you so much. Let me pull that up.
[AGENT][NEUTRAL] And if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Alright thank you so much. So it looks for claim status these go through web TPA um I can give you their phone number and transfer you if you'd like.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, web TPA can be reached at [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] And it's option 3 and I'm happy to transfer.
[CUSTOMER][POSITIVE] Thank you, you have a good day.
[AGENT][NEUTRAL] You too. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to