AccountId: 011433970860
ContactId: db9d2260-53f0-4916-b0a2-7ecb94987187
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157970 ms
Total Talk Time (AGENT): 71736 ms
Total Talk Time (CUSTOMER): 74964 ms
Interruptions: 6
Overall Sentiment: AGENT=1.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/db9d2260-53f0-4916-b0a2-7ecb94987187_20250224T16:03_UTC.wav
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[CUSTOMER][NEUTRAL] almost 3 years and I
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] What was your name again, please?
[AGENT][NEUTRAL] My name is [PII] as well.
[CUSTOMER][NEUTRAL] Good morning. So my name is [PII] calling about a claim on a patient.
[AGENT][NEUTRAL] You're checking on the patient's eligibility or benefits.
[CUSTOMER][NEUTRAL] Coins.
[AGENT][NEUTRAL] Claims. I'm so sorry. I can hardly hear you in the noise. OK. And may I have the callback number just in case we get disconnected, Ms. [PII].
[CUSTOMER][NEUTRAL] underwear
[CUSTOMER][NEUTRAL] For like
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, and um may I have the patient's policy number?
[CUSTOMER][NEUTRAL] And and he disappears for a long time.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 002365911
[AGENT][NEUTRAL] OK, and you're calling from which facility or provider? What's the name?
[CUSTOMER][NEUTRAL] Memorial Regional Medical Center.
[AGENT][NEUTRAL] Them.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] keeps it under the bed, right.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah 3 months.
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] OK, so this particular policy is managed by Web TPA. uh Web TPA is the one that handles the claims, um, so I can go ahead and transfer you over to Web TPA and I can give you their number.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Welcome
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, OK, let me know when you're ready for the number.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that number is 1866.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] On, on, uh, social media, right?
[AGENT][NEUTRAL] 9759458.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Let me go ahead and transfer you over. Is there anything else I'm gonna help you with today before I transfer you, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. Have a good day. One moment while I transfer you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] FTPA did.