AccountId: 011433970860
ContactId: f2f454f7-d7cc-4e10-8c64-9b78e862551b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121339 ms
Total Talk Time (AGENT): 50492 ms
Total Talk Time (CUSTOMER): 30854 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/f2f454f7-d7cc-4e10-8c64-9b78e862551b_20250122T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AT this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm hoping you can help me. I'm calling on behalf of Saint Elizabeth Hospital. I'm trying to get claim status.
[AGENT][NEUTRAL] Uh yes ma'am, I can help you with claim status. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and you can reach me back at [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you [PII] and what is the patient's name?
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And what is [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] It's 02288065.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna go ahead and transfer you on over now to Web TPA. I'm going to give you that phone number just in case we're disconnected during the transfer you'll have it to be able to call it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, got it. Thank you so much.
[AGENT][POSITIVE] You're very welcome you have a good day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, Ms. [PII].
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited.