AccountId: 011433970860
ContactId: c46eeb8d-9680-4b62-a792-4207045370d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114139 ms
Total Talk Time (AGENT): 44394 ms
Total Talk Time (CUSTOMER): 34209 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/c46eeb8d-9680-4b62-a792-4207045370d7_20250311T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling EPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to verify benefits for a patient please.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] 01866194.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you said that you're verifying uh benefits, [PII]?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] And is this office or outpatient facility?
[CUSTOMER][NEUTRAL] Outpatient facility?
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] Alright, so I show that this policy is administered by a different company, uh, named Web TPA. Um, I'll give you their phone number and I can get you transferred to that location as well. The phone, you're welcome. The phone number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] OK, and give me one moment, I'll get you transferred over. [PII], did you have any other questions before we connect you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No thank you so much.
[AGENT][POSITIVE] Uh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Welcome to Web TPA.
[CUSTOMER][NEGATIVE] Due to severe