AccountId: 011433970860
ContactId: 54524157-b065-4c40-ab4a-d92ac6b226cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141610 ms
Total Talk Time (AGENT): 51843 ms
Total Talk Time (CUSTOMER): 42113 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/54524157-b065-4c40-ab4a-d92ac6b226cb_20250218T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Emory University Hospital. I'm trying to regarding a claim.
[AGENT][NEUTRAL] OK, yeah, I can check on the coin for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Right, [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] I do, uh, give me one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sure this is right.
[CUSTOMER][NEUTRAL] OK, I have.
[CUSTOMER][NEUTRAL] It's bigger so I can see.
[CUSTOMER][NEUTRAL] OK, I got 01662012.
[AGENT][NEUTRAL] OK, thank you. Uh, what was the name and date of birth for the uh insured?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Alrighty so with this kind of policy I actually don't have access to the claims that were filed that is handled through, uh, they're called web TPA. I could give you their phone number and then I could transfer you to them if you'd like.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] What's the phone number?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII] and you would select option 3.
[CUSTOMER][NEUTRAL] OK, are you able to transfer me?
[AGENT][POSITIVE] Yes, um, I'll go ahead and transfer you now. I'm just gonna put you on a brief hold while I get them on the line. Hope you have a great rest of your day, [PII].
[CUSTOMER][NEUTRAL] So I.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] Yeah, you too, take care.
[AGENT][POSITIVE] Oh, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to