AccountId: 011433970860
ContactId: b700fd56-3417-4503-9859-4dfc36f395cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221639 ms
Total Talk Time (AGENT): 60544 ms
Total Talk Time (CUSTOMER): 54166 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/b700fd56-3417-4503-9859-4dfc36f395cb_20250404T16:08_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I'm with Access Medical and Mercury. I was calling to, uh, for a patient trying to get a pre-op on a procedure that she needs.
[AGENT][NEUTRAL] Um, we don't require prior off on any procedures.
[CUSTOMER][NEUTRAL] So no no per hour off.
[AGENT][NEUTRAL] No. Do you need eligibility or benefits though?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Uh, you could give me that, yes, please.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, [PII], can I get a good callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do. It is.
[CUSTOMER][NEUTRAL] 002550667-01
[AGENT][NEUTRAL] And what about that patient name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And is the [PII], is that [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Sorry, pulling it up, running just a bit slow.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, let's see. What type of benefits were you needing?
[CUSTOMER][NEUTRAL] Uh, just for eligibility.
[AGENT][NEUTRAL] Is this for dental or medical?
[CUSTOMER][NEUTRAL] Medical, sorry.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Alright, let's get that pulled up. Let me give you a different um.
[AGENT][NEUTRAL] Policy number that's.
[AGENT][NEUTRAL] Or maybe you gave this to me, but I didn't type it right. So I've got 255-0667.
[AGENT][NEUTRAL] That's the policy number of the patient.
[CUSTOMER][NEUTRAL] OK, alright, just that part of it, OK.
[AGENT][NEUTRAL] Um, and what's the, uh, birthday?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, OK, so it looks like these benefits are actually administered through web TPA.
[AGENT][NEUTRAL] Um, I can give you their number and or I can transfer you.
[CUSTOMER][NEUTRAL] Um, yes, if you could do, if you could transfer me.
[AGENT][NEUTRAL] OK, let me get you transferred over there and they can help you with benefits. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited.