AccountId: 011433970860
ContactId: 94b55b13-6da1-4f63-9e44-006fab64ae62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133940 ms
Total Talk Time (AGENT): 72690 ms
Total Talk Time (CUSTOMER): 66901 ms
Interruptions: 6
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/94b55b13-6da1-4f63-9e44-006fab64ae62_20250124T14:19_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, good morning. Uh, the reason for my call, I'm calling to check eligibility from someone. Can you help me?
[AGENT][POSITIVE] Yeah, sure. Yes, I can assist you with the eligibility. And may I have your name?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII]
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss?
[CUSTOMER][NEUTRAL] forward
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] It's 01697476.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. All right, Ms. [PII], and this particular policy is managed by Web TPA, um, so for any like eligibility, claims or anything like that, we'll go to web TPA. I can go ahead and transfer you over and give you the number. Is that OK? Mhm. That's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm sorry, yeah, because I was calling, um, well, oh, OK, I did call the wrong number. I'm sorry, um, if you don't mind, OK, all right, thank you.
[AGENT][NEUTRAL] Mm yes.
[AGENT][NEUTRAL] No, it's OK, no problem. Sure, yeah. You're welcome. OK. And the number is, you're welcome. [PII]. OK. Sure, yes, no, no problem. OK. Yes, it's [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Wait, wait, let me write it down. I'm sorry, repeat that please.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that is for providers?
[AGENT][NEUTRAL] Yes, that is for providers. Mhm.
[CUSTOMER][POSITIVE] OK, I will call that number. Thank you so much for your time.
[AGENT][POSITIVE] You're welcome. I'm, I'll go ahead and transfer you now. Is there anything else I'm gonna help you with before I transfer? OK? You're welcome. Have a good day, Ms. [PII]. One moment while I transfer. You're welcome.
[CUSTOMER][POSITIVE] No, ma'am. No, ma'am. Thank you so much.
[CUSTOMER][NEGATIVE] You too. You are on hold.
[CUSTOMER][NEUTRAL] Well at TPA.