AccountId: 011433970860
ContactId: 07584969-3803-4d6f-b578-dca8ba8091d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187839 ms
Total Talk Time (AGENT): 55220 ms
Total Talk Time (CUSTOMER): 86608 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/07584969-3803-4d6f-b578-dca8ba8091d5_20250108T17:05_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on a claim status. Can you please help me with that?
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. The policy number is, it's 02362009.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And you said you're calling for claim status. OK, um, Ms. [PII], this particular policy is managed by Web TPA. They're the ones that handles the claims benefits, um, or eligibility. Um, I can go ahead and transfer you over to WebTPA. I can give you their number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. The number to web TPA is 18669759458.
[AGENT][NEUTRAL] Let me go ahead and transfer you. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's all the information needed.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day. One moment while I transfer.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance program underwritten by American Public Life Insurance Company. If this is an emergency, please hang up and dial [PII].
[CUSTOMER][NEUTRAL] If you are a member calling about your premium billing or need to make changes to your account such as an address change, add or drop a dependent, or wish to modify your coverage in any way, please call American Public Life at [PII]. If you are a physician or hospital calling to verify medical eligibility, please press [PII]. For information and phone numbers for the Beach Street PPO network, please press [PII].
[CUSTOMER][NEUTRAL] For questions concerning pharmacy services, you may contact Caremark at [PII]. To speak to a customer service representative regarding any other issues, please press [PII] now or simply stay on the line and someone will assist you. Thank you.
[CUSTOMER][NEUTRAL] And TPA the
[CUSTOMER][NEUTRAL] Hi, this is