AccountId: 011433970860
ContactId: 68ad0c28-bc0c-4abc-85b6-dbeeb0ab7b1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151949 ms
Total Talk Time (AGENT): 67730 ms
Total Talk Time (CUSTOMER): 53086 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/68ad0c28-bc0c-4abc-85b6-dbeeb0ab7b1f_20250204T18:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I just need to know, um, find out the benefits and eligibility for a member.
[AGENT][POSITIVE] OK, sure. I can assist you with benefits and eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And may I have um the name of where you're calling from?
[CUSTOMER][NEUTRAL] Yes, Carolina Arthritis Center.
[AGENT][NEUTRAL] OK. And a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes it is um 02.
[CUSTOMER][NEUTRAL] 061535
[AGENT][NEUTRAL] All right. And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, his name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is um hang on just a moment let me look for OK, [PII].
[AGENT][POSITIVE] Perfect, thank you. All right. um hm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, um, Miss [PII], this particular policy is managed by Web TPA, um, so they are the ones that can give you benefits and eligibility, um, because they manage this product, this policy. Um, let me give you their phone number and let me try to transfer you. Is that OK?
[CUSTOMER][NEUTRAL] OK, yeah, that's fine.
[AGENT][NEUTRAL] OK. The number is [PII].
[AGENT][NEUTRAL] [PII]. Again, that's [PII]. Let me go ahead and get them on the line. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, no, that's everything.
[AGENT][POSITIVE] OK, thank you for calling APO. Have a good day. One moment while I transfer you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Well, at TPA did.