AccountId: 011433970860
ContactId: 14a27be3-01e0-4425-85ac-4a4cff735d63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266529 ms
Total Talk Time (AGENT): 94898 ms
Total Talk Time (CUSTOMER): 152713 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/14a27be3-01e0-4425-85ac-4a4cff735d63_20250417T14:18_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, my name is [PII] calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status, Mr. [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02269799
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the name of the facility you're calling from for my notations?
[CUSTOMER][NEUTRAL] It's McCloud Regional Medical Center.
[AGENT][NEUTRAL] You said McCloud?
[CUSTOMER][NEUTRAL] Yes, McCloudd Regional Medical Center.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] For [PII], for total bill amount is $207 even.
[AGENT][NEUTRAL] No, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see if I can find this claim for you. And for the future, you can check claim status online through our website at [PII], and that's just optional.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And, oh, OK. Um, bear with me. It looks like this one is not with us.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah this one is handled by web TPA um, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So it looks like for claim status you have to call with TPA. I can go ahead and transfer you.
[CUSTOMER][NEUTRAL] you know
[CUSTOMER][NEUTRAL] Sure. Can you transfer the call to them?
[AGENT][NEUTRAL] Yes, um, let me give you the number for future. Uh, the number is [PII]. Again, that's [PII]. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, can you provide your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] OK, fine.
[AGENT][NEUTRAL] OK, well thank you for calling APL. Have a good day. One moment while I transfer.
[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 it a payment, or wish to modify your coverage in any way, please call American Public Li at [PII].
[CUSTOMER][NEUTRAL] If you are a physician or hospital calling to verify medical eligibility, please press 1. For information and phone numbers for the Beach Street CPO, please press 2. 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] 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.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.