AccountId: 011433970860
ContactId: 07c0f1d7-4e84-4895-a4ba-7801ceb1a40e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377119 ms
Total Talk Time (AGENT): 115529 ms
Total Talk Time (CUSTOMER): 205882 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/07c0f1d7-4e84-4895-a4ba-7801ceb1a40e_20250113T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hey, what's your name again?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] So can I get the initial last name?
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] OK, my name is [PII]. Last initial is [PII] I'm calling from a facility. I'm calling to see if authorization is required on a medical admission through the emergency room.
[AGENT][NEUTRAL] OK, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] It is 01326538.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I need my cell [PII].
[AGENT][NEUTRAL] Give me that one more time please.
[CUSTOMER][NEUTRAL] [PII]. I want to give you my office number because it it'll roll over.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I myself [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you, [PII]. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[CUSTOMER][NEUTRAL] And it's for um it's for an observation.
[AGENT][NEUTRAL] OK, you gave me policy number 01326538.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Do I need to look at his card.
[AGENT][NEUTRAL] Yeah, because I show that this is for a different person.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, it is?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, let me look at his card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, this is um [PII], date of birth. Mhm.
[CUSTOMER][NEUTRAL] No, that's just take your date.
[CUSTOMER][NEUTRAL] On the card it says [PII].
[CUSTOMER][NEUTRAL] And on the back is, it's got American Public Life group named Universal Cooking Benefits Association.
[AGENT][NEUTRAL] Is it
[AGENT][NEUTRAL] Go back, go back to the front of the card.
[CUSTOMER][NEUTRAL] And the group now, uh.
[CUSTOMER][NEUTRAL] I thought that was the friend of the call.
[AGENT][NEUTRAL] And just
[AGENT][NEUTRAL] Oh OK just read everything to me that's on the front.
[CUSTOMER][NEUTRAL] On the front, it says American Public Lis expanding the benefits horizon. Group name is Universal Trucking Benefits Association, which is UTA. Group number is ATL.
[CUSTOMER][NEUTRAL] 20,000 group affiliate 19205 submit claims to web [PII].
[CUSTOMER][NEUTRAL] And then it's got for benefits and cleaning for it's called [PII].
[AGENT][NEUTRAL] OK, I think
[CUSTOMER][NEUTRAL] Name the name.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Member member name [PII], Member number 01323538. I'm gonna back the card. I might have a different number.
[AGENT][NEUTRAL] Yeah, I had 1326538 so I may have written it down incorrectly. Let me try 1323538.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and yes it is administered by web TPA and so um when you dial the number, um select option three, but I can get you transferred back to the [PII] number. So web TPA administrates this policy instead of APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. And so I need to hear.
[CUSTOMER][NEUTRAL] Number 4.
[AGENT][NEUTRAL] Uh, it's gonna be option 3 whenever you dial it again, but I can get you transferred over to Web TP if you want me to.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Yes, that'll be fine. Thank you so much.
[AGENT][NEUTRAL] OK. And did you have any other?
[AGENT][NEUTRAL] You're welcome, [PII]. Any other questions before we get you transferred?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, I see it.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day in one moment, please.
[CUSTOMER][NEUTRAL] Welcome to TPA, the administrator.
[CUSTOMER][NEUTRAL] Please note, your call may be monitored or recorded for quality assurance. The information provided during this call is only a description of benefits and is not a guarantee of payment. Benefits are based upon eligibility at the time services are rendered and all planned provisions.
[CUSTOMER][POSITIVE] Thank you for calling customer service. My name is [PII]. How may we assist you today?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] with American Public Life. How are you?
[CUSTOMER][NEUTRAL] Oh, I'm fine and you?
[AGENT][NEUTRAL] Good. I have a uh facility on the phone, um, [PII] with the facility on the phone, and she's needing to verify benefits. Let me know when you're ready for the policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I'm ready thanks.
[AGENT][NEUTRAL] It's 001.
[AGENT][NEUTRAL] 323.
[AGENT][NEUTRAL] 538.
[CUSTOMER][NEUTRAL] [PII], oh, I'm sorry, I didn't mean that one. [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And his date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It must be [PII] I lost my screen.
[AGENT][NEUTRAL] I'm sorry. You're right. It's [PII].
[CUSTOMER][POSITIVE] Yeah, OK, well, I'm ready for go ahead and uh put her over. Thank you for all your help, [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Here she comes. Have a good day.
[CUSTOMER][NEUTRAL] OK, you too.