AccountId: 011433970860
ContactId: 1e6cd7af-fa77-49a5-8711-a32005732e3c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219020 ms
Total Talk Time (AGENT): 84704 ms
Total Talk Time (CUSTOMER): 93834 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/1e6cd7af-fa77-49a5-8711-a32005732e3c_20250501T17:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Lincare. I was calling to verify a member's eligibility and benefits and see if this was a plan that we were in network with.
[AGENT][NEUTRAL] OK, I can verify uh benefits and eligibility for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02558156.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. I show his effective date is [PII], and he is active. But as far as any benefits, uh, you'll have to speak with a representative with web TPA.
[CUSTOMER][NEUTRAL] OK, is that something you would be able to transfer me to?
[AGENT][POSITIVE] Yes ma'am, and I give you that phone number just in case the call gets disconnected or anything.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 9458, option 3.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Yes ma'am, hold one moment, I'll transfer you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[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.
[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. This is [PII]. How may I help you today?
[AGENT][NEUTRAL] Hi, Ms. [PII]. This is [PII] from APL and I have a provider on the line and she is wanted to call to verify benefits for a patient.
[CUSTOMER][NEUTRAL] OK, may I have the ID number?
[AGENT][NEUTRAL] 02558156.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me add another 0.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that's, uh, patient's name and date of birth?
[AGENT][NEUTRAL] Uh patient's name is [PII]. Uh, date of birth is [PII].
[CUSTOMER][POSITIVE] OK thank you I have him here.
[AGENT][POSITIVE] Awesome. Thank you so much.
[CUSTOMER][NEUTRAL] You wanna transfer them over? You're welcome.
[AGENT][NEUTRAL] Yes, ma'am. And the person's name is [PII], that's calling from the provider's office. And what's your name again? I'm so sorry.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] No problem, [PII].
[AGENT][POSITIVE] [PII], you did tell me that. Thank you so much, Miss [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You're very welcome. All right, sure.
[CUSTOMER][POSITIVE] Thank you for calling customer service. This is [PII]. How may I help you today, [PII]? Hi. Hi, um.