AccountId: 011433970860
ContactId: 5383e858-2987-4500-a8fd-488ceb6a318d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186779 ms
Total Talk Time (AGENT): 76437 ms
Total Talk Time (CUSTOMER): 53768 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/5383e858-2987-4500-a8fd-488ceb6a318d_20250225T22:19_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, I wanna verify benefits for a Brian Peron.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, I can assist you with that.
[CUSTOMER][NEUTRAL] And get a referral number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we're in urgent care, so I'd like to get the um co-pay for the urgent care.
[AGENT][NEUTRAL] OK, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Don't even know this business is not. I'll give you my cell um [PII] [PII].
[AGENT][NEUTRAL] And Miss [PII], what's the name of the urgent care?
[CUSTOMER][NEUTRAL] CMC urgent care.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] We have.
[CUSTOMER][NEUTRAL] Member number.
[AGENT][NEUTRAL] I can try that. Go ahead.
[CUSTOMER][NEUTRAL] Is that what you're looking for?
[CUSTOMER][NEUTRAL] 02129294
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you, sounds like it.
[AGENT][NEUTRAL] And what is the date of birth for Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, so this particular policy is um managed by web TPA.
[AGENT][NEUTRAL] You have to get in contact with with TPA to get benefits or claim information or anything relating to benefits on this policy. Um, let me give you their number. I can go ahead and transfer you over, OK, Miss [PII].
[CUSTOMER][NEGATIVE] OK, so you can't even give me his.
[CUSTOMER][NEUTRAL] That he's eligible
[AGENT][NEUTRAL] No, the web TPA is indicating that they're, they're the ones that need to be contacted on the card is the information like that. Um, we cannot, we can only administered. OK. OK. Uh, let me give you the number for future. It's 1-8669759458.
[CUSTOMER][NEUTRAL] OK, go ahead and transfer me.
[CUSTOMER][NEUTRAL] 1866
[AGENT][NEUTRAL] 975.
[AGENT][NEUTRAL] 945 8.
[CUSTOMER][NEUTRAL] Alright, I'll be waiting.
[AGENT][NEUTRAL] OK. All right, one moment, let me transfer you over.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] At TPA.
[CUSTOMER][NEUTRAL] Farm and you have insurance, they make you they try.
[CUSTOMER][NEUTRAL] To the billing to the claims.