AccountId: 011433970860
ContactId: acab3c29-e228-4f7c-925b-660aca7e9fb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73139 ms
Total Talk Time (AGENT): 16810 ms
Total Talk Time (CUSTOMER): 23707 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/acab3c29-e228-4f7c-925b-660aca7e9fb6_20250429T20:08_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. This is [PII]. I'm calling from the provider's office, checking on the claim status.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, uh, the policy ID number, that is 02478163.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Um, the claim status would have to be checked through web TPA. Um, I can get you transferred over to them.
[CUSTOMER][NEUTRAL] Uh, sure, sure.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Welcome to Web TPA.