AccountId: 011433970860
ContactId: ca864710-c0bb-4ebb-93e1-6a17dce3c4be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149710 ms
Total Talk Time (AGENT): 62530 ms
Total Talk Time (CUSTOMER): 52870 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/ca864710-c0bb-4ebb-93e1-6a17dce3c4be_20250423T22:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. This is [PII], and I'm calling for associated orthopedists of Detroit PC. I verify the UBN portal and this call is made for additional information about the denial. Please note the call will be monitored and recorded for the quality and training purposes.
[AGENT][NEUTRAL] Sure, OK, so we were just needing to uh get clarification regarding the claim.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, and you said your name was [PII]?
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK, uh can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] It's 000929332.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] Name of the member [PII] and date of birth, [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and this was for uh medical correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I appreciate you verifying that information, [PII]. Uh, however, I'm unable to view claim information on this policy that is handled through, um, they're called web TPA. I can give you their phone number and then transfer you to them if you'd like.
[CUSTOMER][NEUTRAL] Yeah, could you please transfer me to the right department?
[AGENT][NEUTRAL] Sure, did you want the phone number first or did you want me to just transfer you?
[CUSTOMER][NEUTRAL] Uh, I'll get the phone number first.
[AGENT][NEUTRAL] OK, uh let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you call that number, you would select option 3.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you, thank you for this. I'll wait on the line while you connect me to the department.
[AGENT][NEUTRAL] Of course, right.
[AGENT][POSITIVE] Of course I'm just gonna put you on a brief hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] You too have a great rest of your day.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the ad.