AccountId: 011433970860
ContactId: 4666b063-9180-497e-aa24-d9d7db0822a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216440 ms
Total Talk Time (AGENT): 56981 ms
Total Talk Time (CUSTOMER): 65728 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/4666b063-9180-497e-aa24-d9d7db0822a6_20250110T14:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from provider office. I need benefits.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with benefits today. What is a good callback number?
[CUSTOMER][NEUTRAL] And if it had.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, it's, uh, just a moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, just a moment, please. I'm just
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the patient.
[CUSTOMER][NEUTRAL] I'm opening it's uh uh insurance card.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] The member number is 02275112.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the name of the patient is [PII]. The spells are [PII] and the last name is [PII].
[AGENT][NEUTRAL] And date of birth, please.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you, [PII]. Now [PII], this policy is handled through a third party administrator web TPA for benefits or claims information, I will need to transfer you to them. I can also give you that number so you have it on file for future reference.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you ready for the number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That phone number for web TPA is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII] and I'll be happy to transfer you to them.
[CUSTOMER][NEUTRAL] OK, please.
[AGENT][POSITIVE] All right, it would be my pleasure, [PII]. One moment while I transfer the call.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] You're welcome and have a wonderful day and thank you for calling APL. Take care.
[CUSTOMER][NEUTRAL] OK. Uh, you too. Bye.
[CUSTOMER][NEUTRAL] Capital Group BTVA.