AccountId: 011433970860
ContactId: 161a820f-0982-4a3b-82e1-5219df2e9c8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209839 ms
Total Talk Time (AGENT): 81320 ms
Total Talk Time (CUSTOMER): 81957 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/161a820f-0982-4a3b-82e1-5219df2e9c8a_20250312T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] and I'm calling from Saint Francis Hospital to check on the claim status.
[AGENT][NEUTRAL] OK, I can help you spell your name for me.
[CUSTOMER][NEUTRAL] Sure. It is [PII].
[AGENT][NEUTRAL] [PII], OK. And we're checking claim status. What's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 02122287.
[AGENT][NEUTRAL] And a callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII], direct phone number.
[AGENT][NEUTRAL] What's the date of service and total charge?
[CUSTOMER][NEUTRAL] That's [PII]. Total charge $3,573 even.
[AGENT][NEUTRAL] OK, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for that information [PII]. So this policy is administered by a different company. The name of the company is Webb TPA and I will give you their phone number and then I can transfer you over for further assistance of the claim status, OK?
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] So their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, I will announce the call, give them the policy number, and then we'll get you transferred to this location, OK? Any other questions for me before we transfer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, I think that's all. Thank you very much. I appreciate the assistance, [PII].
[AGENT][NEUTRAL] You're welcome. Give me 1 2nd.
[CUSTOMER][NEUTRAL] Welcome to WPPA.
[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][POSITIVE] Thank you for calling customer service. My name is [PII]. May I please have the member ID?
[AGENT][NEUTRAL] Hi, [PII], this is [PII] with American Public Life. Uh, the ID is 002.
[AGENT][NEUTRAL] 122287. And did you say [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, and then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, can you say your name one more time, please?
[AGENT][NEUTRAL] It's [PII]. I'm with American Public Life Insurance Company. I actually have a provider on the phone that's checking claim status that I need to get transferred over to you.
[CUSTOMER][NEUTRAL] OK, um, can you verify the patient's first and last name and date of birth for me?
[AGENT][NEUTRAL] Uh-huh. [PII], [PII].
[CUSTOMER][NEUTRAL] Alright, pulling up their account now if you wanna transfer someone over to me and take it from here.
[AGENT][NEUTRAL] OK, I'll, I'm speaking with [PII]. He is with the provider's office. Did you wanna go ahead and jot down the date of service?
[CUSTOMER][NEUTRAL] Uh, let's see here.
[CUSTOMER][NEUTRAL] Was the data service.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Total charge is 3,573 even.
[CUSTOMER][POSITIVE] Alright, I'll see if I can find. Thank you very much.
[AGENT][POSITIVE] You're welcome. Here he comes. Thank you, [PII].