AccountId: 011433970860
ContactId: 1a47e109-098e-477c-9b4c-a66bc665eca6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 400440 ms
Total Talk Time (AGENT): 109302 ms
Total Talk Time (CUSTOMER): 110010 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/1a47e109-098e-477c-9b4c-a66bc665eca6_20250122T20:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I am, my name's [PII] with Hattiesburg Clinic, and I'm wanting to look at a claim status.
[AGENT][NEUTRAL] OK [PII], you're wanting to check claim status for a member, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And what is a good call back number for you please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. And what is your patient's policy number?
[CUSTOMER][NEUTRAL] 02296370
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK [PII], any information that I do provide would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, looks like.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you
[CUSTOMER][NEUTRAL] And he's with the university athletes of William Carey.
[AGENT][NEUTRAL] OK, so on this particular policy uh number that you gave me, there is a different company that you would need to contact for any questions regarding claims or benefit information.
[AGENT][NEUTRAL] And that company is called Web TPA.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I can give you their phone number [PII]. I can also connect you with them, but just in case we get disconnected, the number I'm gonna give you, you could call directly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, sounds great.
[AGENT][NEUTRAL] Alright, alright, well, is there any, would you like for me to transfer you?
[CUSTOMER][POSITIVE] Yes ma'am please.
[AGENT][POSITIVE] OK, well, I'll be happy to do that. Is there anything else that I could help you with first?
[CUSTOMER][NEUTRAL] No ma'am that's all.
[AGENT][POSITIVE] OK, well then thank you very much for calling APL and I hope you have a nice afternoon.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Yes ma'am. Thank you. Bye bye. One moment.
[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 calling to verify medical eligibility, please press 1. For information and phone numbers for the Beach Street PPO network.
[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] Uh
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Thank you for calling customer service. This is [PII]. May I have the member's ID number please?
[AGENT][NEUTRAL] Oh, hi [PII]. This is [PII] with APL. How are you today?
[CUSTOMER][NEUTRAL] Good yourself?
[AGENT][NEUTRAL] Good, I have a provider on the line calling for claim status on policy number 2,296,370.
[AGENT][NEUTRAL] And it's for part 2 [PII].
[AGENT][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] Lady on the line, her name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, go ahead and transfer.
[AGENT][POSITIVE] All right. Thank you so much. Have a nice afternoon, [PII].
[CUSTOMER][POSITIVE] Thank you you too. mm bye.
[AGENT][POSITIVE] Thank you. Bye bye.