AccountId: 011433970860
ContactId: 7292c19a-484f-4935-a870-ba74c6a2cf0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80199 ms
Total Talk Time (AGENT): 41359 ms
Total Talk Time (CUSTOMER): 23218 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/7292c19a-484f-4935-a870-ba74c6a2cf0f_20250128T16:23_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. This is [PII] at Northside Hospital calling in regards to a claim.
[AGENT][NEUTRAL] OK, [PII], can I get a good callback number?
[CUSTOMER][NEUTRAL] [PII] and that's that right?
[AGENT][NEUTRAL] OK, thank you [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] 01369107
[AGENT][NEUTRAL] OK, thank you, can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you and you said you're calling to check claim status?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, unfortunately this is not a product that I would handle um I would have to refer you over to Web TPA. Let me give you your contact. Let me give you their contact number so you can contact them directly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] [PII] and you would just contact them directly.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That was it.
[AGENT][POSITIVE] OK, well thanks for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.