AccountId: 011433970860
ContactId: 59074acd-9015-4f54-978e-d48973d697d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155619 ms
Total Talk Time (AGENT): 60039 ms
Total Talk Time (CUSTOMER): 55425 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/59074acd-9015-4f54-978e-d48973d697d1_20250512T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII]. I'm calling from Sugar Shanari attorney. I need to um let you know of uh open a lien.
[AGENT][NEUTRAL] OK, is it regarding a policy number?
[CUSTOMER][NEUTRAL] Uh, let me see. Hm.
[AGENT][NEUTRAL] It is it regarding an accident policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Forgive me, I'm new. This is the first call that I make about [PII].
[AGENT][NEUTRAL] No, you're fine. I'm, I'm, I'm looking, I'm looking for my writing pen anyway.
[AGENT][NEUTRAL] Uh, let's see if, if you don't have the policy number, we could search by the patient's first and last name and find it as well.
[CUSTOMER][NEUTRAL] I have their card, a copy of their card. Will that help?
[AGENT][NEUTRAL] So there should be a policy er number or member ID number on the card.
[CUSTOMER][NEUTRAL] Yes. Member uh number is 02408607.
[AGENT][NEUTRAL] OK, and give me your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right, now this particular medical policy is administered by Web TPA which is a different company. Um, I do have a phone number for this location and then I can also transfer you if you would like.
[CUSTOMER][NEUTRAL] Yes, go ahead and give me the phone number, please.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. And uh what did you say it's called?
[AGENT][NEUTRAL] Webb WEB as in Bob dash T as in Tom, PA it's a third party administrator.
[CUSTOMER][NEUTRAL] The policy?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty well thank you for your help.
[AGENT][NEUTRAL] All [PII]. Anything else?
[CUSTOMER][NEUTRAL] That would be all.
[AGENT][POSITIVE] OK. Well, thank you for calling APL, uh, have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye-bye.