AccountId: 011433970860
ContactId: c0d99df6-93c5-4827-8b14-03ae1a82d17f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121410 ms
Total Talk Time (AGENT): 43841 ms
Total Talk Time (CUSTOMER): 35643 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/c0d99df6-93c5-4827-8b14-03ae1a82d17f_20250513T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I'm calling on behalf of Memorial Regional Medical Center for claim status for a patient.
[AGENT][NEUTRAL] OK, I'm happy to check on a claim. Do we have their policy number?
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] I have the member ID which is 002365911-01.
[AGENT][NEUTRAL] All right, let me bring that up. Give me just a moment.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the bill amount?
[CUSTOMER][NEUTRAL] $19,874.40.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment. Let me take a look here.
[AGENT][NEUTRAL] Alright, [PII], thank you so much. Um, so it looks like claim questions for this policy go through web TPA. I can transfer you over to them. Did you want to take down the number?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome if you hold the line, I'll transfer you over.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh-huh