AccountId: 011433970860
ContactId: 107bab78-1c43-4938-b83f-4654c104951b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383739 ms
Total Talk Time (AGENT): 86403 ms
Total Talk Time (CUSTOMER): 209087 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/107bab78-1c43-4938-b83f-4654c104951b_20250219T15:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling about a claim on a patient.
[AGENT][POSITIVE] OK, well I'll be more than happy to assist you with the claim status. [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 002365911-01.
[AGENT][NEUTRAL] OK, wait.
[CUSTOMER][NEUTRAL] I mean, that's what it's gotten my system I.
[AGENT][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Let me see if there's something somewhere else that might give me something different.
[AGENT][NEUTRAL] Maybe
[AGENT][NEUTRAL] Yeah, now it started off right. It's, it's like 7 to 8 digits. Does it, does, do you see anywhere that has like an ML 7 or 8 at the end?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Uh no no no no no no what is where where where.
[CUSTOMER][NEUTRAL] Member number 02365911 and I'm looking at the front of the insurance card that was scanned into the system.
[AGENT][NEUTRAL] And do you see APL on the top left corner of the card?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Yes, yes, yes, I do.
[AGENT][NEUTRAL] Do you see anywhere that says policy certification number?
[CUSTOMER][NEUTRAL] I have group number APL.
[CUSTOMER][NEUTRAL] 2 and 4 consecutive zeros group affiliate 19205.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][POSITIVE] Great
[CUSTOMER][NEUTRAL] Group number APL 20,000.
[CUSTOMER][NEUTRAL] Group name is Universal Trucking Benefits Association.
[AGENT][NEUTRAL] Do you have the member's social?
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting to see what comes up.
[AGENT][NEUTRAL] And can you verify the member's first and last name?
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the
[AGENT][NEUTRAL] The policy number was the 236-591-1.
[AGENT][NEUTRAL] It's no longer active, but um the claims are processed through web TPA.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] So I can provide you their phone number and transfer you over to a representative to help you with the claim status.
[CUSTOMER][POSITIVE] Fantastic thank you.
[AGENT][NEUTRAL] You're welcome. So the phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And before I transfer you, was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][NEUTRAL] You're welcome. Well, thanks for calling APL and hold on one moment for your transfer.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[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]. 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].
[CUSTOMER][NEUTRAL] [PII]. If you are a physician or hospital calling to verify medical eligibility, please press 1. For information and phone numbers for the Beach Street PPO network, please press 2.
[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 3 now or simply stay on the line and someone will assist you. Thank you.
[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.
[CUSTOMER][NEUTRAL] Due to severe winter weather, you may experience longer wait times. As this is not an urgent matter, please call back at a later date. Thank you for your patience.
[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 plan provisions.