AccountId: 011433970860
ContactId: 98d14bcd-2fff-4bf5-8906-c81f07093694
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88980 ms
Total Talk Time (AGENT): 19861 ms
Total Talk Time (CUSTOMER): 43908 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/98d14bcd-2fff-4bf5-8906-c81f07093694_20250519T21:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Miss [PII], this is [PII] here at the Hattiesburg GI Associates. I was actually calling. I have a patient who's will be coming in for a procedure, um, your next get coming up, and I needed to see if I could not get some eligibility and benefits on him.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] I do, uh, [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I sure do. I hope it's the right one because I don't have a card then you know, but it is 001836193.
[AGENT][NEUTRAL] All right, let's
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Uh, looks like this policy is actually administered by Web TPA. Um, do you want me to transfer you over there?
[CUSTOMER][POSITIVE] Web Web TP yes ma'am, if you could, I appreciate it.
[AGENT][NEUTRAL] OK, hold on one moment, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Welcome to Web TPA.