AccountId: 011433970860
ContactId: dd30035e-766d-486d-bd8b-c974429dc2aa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148779 ms
Total Talk Time (AGENT): 58190 ms
Total Talk Time (CUSTOMER): 68890 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/dd30035e-766d-486d-bd8b-c974429dc2aa_20250423T12:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm with a medical provider in [PII] and I'm trying to track down some claims that were sent in.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. First, could I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. First name is [PII] Callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 002321588
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII] Birth date [PII].
[AGENT][NEUTRAL] OK, thank you. Um, now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Day of service is [PII].
[CUSTOMER][NEUTRAL] And let me run a take this particular report is not total.
[AGENT][NEUTRAL] OK. And actually, um, under this policy, it's for universal trucking and the system is giving me a different number for you to call to verify um claim status.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK, alright, who should I call?
[AGENT][NEUTRAL] Um, contact web TPA and their number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and that's TTA?
[AGENT][NEUTRAL] Um, it's Webb, W E B TPA. They process claims for universal trucking. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh-huh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] No, I'll go aggravate them. Thank you very much.
[AGENT][POSITIVE] OK. Thank you, Nona for calling ADL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Bye bye.