AccountId: 011433970860
ContactId: 7b60015d-57eb-4884-9305-1e8496c87361
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121819 ms
Total Talk Time (AGENT): 59481 ms
Total Talk Time (CUSTOMER): 29269 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/7b60015d-57eb-4884-9305-1e8496c87361_20250508T16:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office.
[AGENT][POSITIVE] Yes, sir. How can I help?
[CUSTOMER][NEUTRAL] Checking on a claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status, sir. May I please get your callback number?
[CUSTOMER][NEUTRAL] The is [PII] with an extension of [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] member's first name is [PII] and the last name would be [PII] and the date of birth [PII].
[AGENT][NEUTRAL] OK, and then what is the members uh policy number, sir?
[CUSTOMER][NEUTRAL] 002365
[CUSTOMER][NEUTRAL] 911.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, and then may I um.
[AGENT][NEUTRAL] Let's see real quick.
[AGENT][NEUTRAL] OK, I'm going to need to transfer you on over to Web TPA so that you can get the status of the claim for this number. I'm going to give you their phone number just in case the call is disconnected. You'll have it.
[AGENT][NEUTRAL] Are you ready to take it down?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, it's gonna be a quick hold. I'm gonna transfer you over now thank you so much for calling [PII] bye bye.
[CUSTOMER][NEUTRAL] I got it.