AccountId: 011433970860
ContactId: fec83509-e288-428c-a940-d873ff27d3a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106379 ms
Total Talk Time (AGENT): 49467 ms
Total Talk Time (CUSTOMER): 45665 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/fec83509-e288-428c-a940-d873ff27d3a7_20250307T20:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is So. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was looking to see, uh, my name is [PII]. I'm with the Asten Providence, and I was calling to see if, um, this was a covered benefit for physical therapy.
[AGENT][NEUTRAL] OK, I can check and see if we cover physical therapy, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you
[AGENT][NEUTRAL] OK, and you're calling from provider's office, this [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Is 0237.
[CUSTOMER][NEUTRAL] 1706.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII] OK, this particular policy is managed by Web TPA for for benefits and claims status, um, you need to contact with TPA. What I can do is transfer the call over to them. Is that OK?
[CUSTOMER][NEUTRAL] What is the number?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And what is that?
[AGENT][NEUTRAL] Web TPA.
[CUSTOMER][NEUTRAL] Web TPA.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] Have.
[CUSTOMER][POSITIVE] Mm, no, ma'am, thank you.
[AGENT][NEUTRAL] You're welcome and thank you for calling APL. One moment while I transfer.
[CUSTOMER][NEUTRAL] You are