AccountId: 011433970860
ContactId: 806e2be4-dab2-4dd7-82b7-d1cca78c558c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92319 ms
Total Talk Time (AGENT): 39829 ms
Total Talk Time (CUSTOMER): 25021 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/806e2be4-dab2-4dd7-82b7-d1cca78c558c_20250424T13:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. I'm calling to verify benefits for a mutual patient.
[AGENT][POSITIVE] OK, I can help you in your name.
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02454790.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And is this for benefits in a doctor's office or outpatient? OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what is the patient's name and date? Um, looks like this policy is administered by a different company, um, Web TPA.
[AGENT][NEUTRAL] Um, they're of course at a different phone number. I can provide the number and then transfer you over if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] So their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[AGENT][NEUTRAL] Alright, anything else before I get you transferred, [PII]?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good day.
[AGENT][POSITIVE] And I'll get you connected.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator.