AccountId: 011433970860
ContactId: 1de3c87d-c2cf-4be9-ab7c-c334e39d8576
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422290 ms
Total Talk Time (AGENT): 97377 ms
Total Talk Time (CUSTOMER): 134024 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/1de3c87d-c2cf-4be9-ab7c-c334e39d8576_20250224T18:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, [PII], my name's [PII]. I'm calling from Lewis Gill Medical Center in [PII], and, um, I recently spoke with one of our patients, and he said he had American Public Life and, uh, health insurance, and it's not pulling up in my one source passport where I usually look for the insurance, so I just wanted to verify that he does have this kind of insurance.
[AGENT][NEUTRAL] OK. And spell your name for me?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] He said it's 200001.
[AGENT][NEUTRAL] Spell the patient's first and last name.
[CUSTOMER][NEUTRAL] Yes, one second here. [PII]
[AGENT][NEUTRAL] And what's a good phone number I ask in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, area code [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What state does [PII] reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And are you a medical or dental provider?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the uh date of birth of [PII] for [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me see here.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now the medical portion of the, the, the medical policy is administered by Web TPA which is a different company.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can you repeat that company?
[AGENT][NEUTRAL] WEB dash.
[AGENT][NEUTRAL] TPA Web TPA.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And their phone number?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's 00.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 236.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 5912.
[AGENT][NEUTRAL] And the number that you gave me looks like the beginning of a claim number for them.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, was it? OK.
[AGENT][NEUTRAL] Yeah, and it's longer than that. It's about 15 digits long.
[CUSTOMER][POSITIVE] That's funny. Alright, uh, that's what he just gave me over the phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so web TPA and then this is the policy number you gave me, is there any other kind of number we need like a group number or I know he said he's a contractor.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Yeah, and what was your question initially?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, I, I guess I just want to verify that his insurance was active for the month of January, yeah.
[AGENT][NEUTRAL] Oh, eligibility. OK.
[AGENT][NEUTRAL] Yeah, so that's basically all you need.
[CUSTOMER][NEUTRAL] OK um.
[AGENT][NEUTRAL] Is the, is that policy number?
[AGENT][NEUTRAL] Um, he's with the Universal Trucking. He may be an independent trucker, but their, their policy is through a group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. What's, uh, do you have the group number or no?
[AGENT][NEUTRAL] It's 22055.
[CUSTOMER][NEUTRAL] 22055.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can you tell if it was active or I would have to call web TPA to see if it was active in January?
[AGENT][NEUTRAL] Yeah, since they administer this policy, you'll need to contact with TPA.
[CUSTOMER][NEUTRAL] OK, got you. Do you by chance happen to have a um.
[CUSTOMER][NEUTRAL] Like a PO box for web TPA?
[AGENT][NEUTRAL] You would get that information from web TPA since they're the administrator.
[CUSTOMER][NEUTRAL] Yeah, OK, yeah.
[CUSTOMER][POSITIVE] OK, I'm just wondering, OK, well thank you so much for your help you've been very helpful.
[AGENT][POSITIVE] Oh, you're welcome. And anything else I can assist with today?
[CUSTOMER][POSITIVE] No, that's it. Have a great day.
[AGENT][POSITIVE] Uh, you too, and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.