AccountId: 011433970860
ContactId: c1fcb506-e5c2-4f1a-adef-d1cc42f3e051
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116879 ms
Total Talk Time (AGENT): 49209 ms
Total Talk Time (CUSTOMER): 30746 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/c1fcb506-e5c2-4f1a-adef-d1cc42f3e051_20250129T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I was calling to verify benefits and eligibility for one of your uh members, please.
[AGENT][NEUTRAL] OK, I can help you with eligibility and benefits, Ms. [PII]. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much and then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient is [PII] and then I have the date of birth [PII].
[AGENT][NEUTRAL] OK, thank you and then what is [PII]'s policy number?
[CUSTOMER][POSITIVE] Uh, yes, let me grab that for you.
[CUSTOMER][NEUTRAL] Uh, policy number is 02277503.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I am going to need to transfer you on over to um web TPA. It's gonna be a brief hold while I transfer you, but I'm gonna give you the phone number just in case the call gets disconnected while I'm transferring.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is [PII] it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Thank you. You're very welcome you have a great day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Welcome to Web TPA.