AccountId: 011433970860
ContactId: 68090ff9-fd54-4e68-8747-a110663f9da6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133679 ms
Total Talk Time (AGENT): 51877 ms
Total Talk Time (CUSTOMER): 63941 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/68090ff9-fd54-4e68-8747-a110663f9da6_20250623T21:23_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] [PII], hi, this is [PII] calling with Windsor Nursing and Rehabilitation. We're a skilled nursing facility.
[CUSTOMER][NEUTRAL] We have a referral for uh one of your policyholders um but is this plan considered uh medical does it offer medical insurance benefits or?
[AGENT][POSITIVE] OK, I can help you.
[CUSTOMER][NEGATIVE] Uh looking and listening to your menu, it didn't seem like it.
[AGENT][NEUTRAL] I can help you with that. Do you have a phone number on yet in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] It's 000990747-01.
[AGENT][NEUTRAL] Hold on one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Well, so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And you wanted to know if skilled nursing was covered under this policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, we do not administer this policy. It is a medical policy, but it goes through web TPA. I can give you their phone number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII], and that is Webb TPA.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] TPA third party administrator.
[AGENT][NEUTRAL] Yes. Yes, ma'am.
[CUSTOMER][POSITIVE] OK, alrighty thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] No, that was it thank you very much, [PII].
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] Thank you, [PII] for calling APA. You have a good day. Bye-bye.
[CUSTOMER][POSITIVE] Alrighty, uh huh.
[CUSTOMER][POSITIVE] Thank you bye bye.