AccountId: 011433970860
ContactId: a50d8471-309b-45f8-bca3-8c3af154850e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191220 ms
Total Talk Time (AGENT): 72807 ms
Total Talk Time (CUSTOMER): 66508 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/a50d8471-309b-45f8-bca3-8c3af154850e_20250206T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from calling from the provider's office. Um, I had just spoken to the TPA about a claim and they're pending it for eligibility.
[AGENT][NEUTRAL] OK, so are you needing information on the client, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, I'm, I'm trying to see if you've received that, uh, information and because they received the claim back in November and it should have been processed by now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK, I can check claim status for you Ms. [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] OK, what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And her policy number, please?
[CUSTOMER][NEUTRAL] It is 929332.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, I am going to transfer you on over now to um Web GPA. I'm gonna give you their phone number. It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it's gonna be a brief hold while I transfer you over so they can help you with that claims.
[CUSTOMER][NEUTRAL] Uh, but it.
[CUSTOMER][NEUTRAL] I already spoke to them.
[CUSTOMER][NEUTRAL] They were the first ones I called and they, they were the ones that said it was pending for eligibility.
[AGENT][NEUTRAL] OK, um, we don't have any information on the claim because it is processed through web TPA so I can transfer you back over to them and you can talk to them and see um do you just need to know if the patient's policy is active? Because it is.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, the patient's policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I will talk to them and see what they're expecting. I don't know whether they've sent something over to the insurance part of it to find out anything or what, but they're pending it and.
[CUSTOMER][NEUTRAL] I, I guess I'll talk to them to find out, you know, what next.
[AGENT][POSITIVE] OK, Ms. [PII], we appreciate you calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] All right, bye bye, ma'am.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Are you little black ping pong ball.