AccountId: 011433970860
ContactId: b3476cfb-622a-44dc-addf-0e61a15889ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133619 ms
Total Talk Time (AGENT): 73179 ms
Total Talk Time (CUSTOMER): 53788 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/b3476cfb-622a-44dc-addf-0e61a15889ce_20250408T17:09_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I am calling um to see a um if one of our patients needs an authorization for a test.
[AGENT][NEUTRAL] OK, yes, I can certainly look that up and I'm sorry, you said your name was.
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] OK, [PII]. Thank you very much. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, the number is 01714352. That's their ID number, mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII], and the date of birth is [PII].
[AGENT][POSITIVE] I appreciate that.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] It looks like their policy.
[AGENT][NEUTRAL] Went into effect
[AGENT][NEUTRAL] On uh
[AGENT][NEUTRAL] [PII]. Let me look this up and um is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, my callback number is [PII], and then you hit option 8.
[AGENT][NEUTRAL] Option 8. OK, thank you. Um, now, uh, thank you for, um, uh, let me look this up. It looks like this, this type of policy is actually administered by a company called Web TPA. Um, let me give you their phone number. They would be the ones who'd be able to assist you. It's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. So again, um the uh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The people who administer this this uh this uh policy are called Web TPA and their phone number is [PII] and I'm sorry, I didn't realize that until I started looking at the policy, um, that that's these are the people who will who will be able to help you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can help with?
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Um, no, that's everything. OK, thank you.
[AGENT][POSITIVE] OK, well thank you very much for contacting UPL. Have a good day.