AccountId: 011433970860
ContactId: 0d648be8-1b33-40f3-8b70-b42444617169
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221139 ms
Total Talk Time (AGENT): 56220 ms
Total Talk Time (CUSTOMER): 112697 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/0d648be8-1b33-40f3-8b70-b42444617169_20250624T13:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from provider office. Your name is?
[AGENT][NEUTRAL] It's [PII] And your name is again?
[CUSTOMER][NEUTRAL] So [PII]
[AGENT][NEUTRAL] OK, and how may I assist you today?
[CUSTOMER][NEUTRAL] Yeah, I'm looking for the claim status.
[AGENT][NEUTRAL] OK. I can verify claim status for you. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 7786779
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, sure. It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, uh, well, with this policy, we can verify eligibility, but as far as claim status, you will have to contact Web TPA and I can transfer you or give you their phone number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] He.
[AGENT][NEUTRAL] OK, would you rather me transfer you or give you the phone number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, provide me the phone number then transfer the call as well.
[AGENT][NEUTRAL] OK, it's [PII], option 3.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Can you repeat it? [PII].
[AGENT][NEUTRAL] [PII]. I'm sorry, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to WebTPA, the administrator for the Limited Benefit Health Insurance Program underwritten by American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] 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 you wish to modify your coverage in any way, please call American Public Life at [PII].
[CUSTOMER][NEUTRAL] For questions regarding pharmacy services, please contact Caremart at [PII].
[CUSTOMER][NEUTRAL] Please note, using a PPO provider can reduce the amount you pay out of pocket for services you receive.
[CUSTOMER][NEUTRAL] Network discounts continue after you have exceeded the maximum allowed visits, testing days, and hospital confinement days. Please call [PII].