AccountId: 011433970860
ContactId: ddf14a0d-3d3d-4a2b-a0a1-ec74584ed178
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106779 ms
Total Talk Time (AGENT): 44961 ms
Total Talk Time (CUSTOMER): 32169 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/ddf14a0d-3d3d-4a2b-a0a1-ec74584ed178_20250415T12:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I was trying to check, um, eligibility.
[AGENT][NEUTRAL] OK, and what's your name?
[CUSTOMER][NEUTRAL] Do I am I'm sorry.
[AGENT][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, is that with an [PII] on the end?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and you're needing eligibility dates?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, we can get that information for you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 01373026
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, now this policy is administered by Web TPA, uh, which is a different company. Um, would you like for me to transfer you to that location? They'll need to verify the eligibility. OK, and do you want me to give you the phone number?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][POSITIVE] Yes ma'am, if you don't mind.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, just let me know whenever.
[AGENT][NEUTRAL] Their phone number
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII] and I can get you transferred over. Did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well thank you for calling APL have a good day and I'll get you transferred.
[CUSTOMER][POSITIVE] Alright thank you you too.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Welcome to Web TPA.