AccountId: 011433970860
ContactId: c722e421-e58a-45a4-b4d5-9a84c5416e54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72639 ms
Total Talk Time (AGENT): 17945 ms
Total Talk Time (CUSTOMER): 30057 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/c722e421-e58a-45a4-b4d5-9a84c5416e54_20250519T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, just wondering if you can help me look at a claim. Um, it looks like this is the balance left over is patient responsibility, but I just wanna confirm.
[AGENT][NEUTRAL] OK, I can help you with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yes, that is 023-39051.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] This is [PII]. Date of birth, uh, [PII].
[AGENT][NEUTRAL] Uh, looks like this account is the TPA is web TPA.
[AGENT][NEUTRAL] Um, I can transfer you over there and they can help you with claim status.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] One moment, thank you.
[CUSTOMER][NEUTRAL] Welcome to Web TPA.