AccountId: 011433970860
ContactId: 4dba3a72-a907-4e77-ac1c-5b7b219d191e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125000 ms
Total Talk Time (AGENT): 63539 ms
Total Talk Time (CUSTOMER): 35320 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/4dba3a72-a907-4e77-ac1c-5b7b219d191e_20250114T15:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Baptist Hospital in [PII], trying to verify benefits.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with benefits. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and then what is?
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][POSITIVE] Thank you. I appreciate that, Ms. [PII], what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And the policy number please?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK, 024.
[CUSTOMER][NEUTRAL] 75326
[AGENT][POSITIVE] Thank you ma'am I appreciate that.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Let me look him up so we can get benefits for him. OK, [PII] does have an active policy with us.
[AGENT][NEUTRAL] His effective date is [PII].
[AGENT][NEUTRAL] And I'm gonna need to transfer you on over now to web TPA so that they can give you that benefit information you're looking for. Let me give you the phone number just in case the call gets dropped during the transfer you'll have it available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, it's gonna be a brief hold. I thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, ma'am.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limit.