AccountId: 011433970860
ContactId: 21165986-657e-4696-9da8-df3e1727c4b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165119 ms
Total Talk Time (AGENT): 57891 ms
Total Talk Time (CUSTOMER): 58052 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/21165986-657e-4696-9da8-df3e1727c4b4_20250522T18:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, I was on hold with someone, but I think the call had dropped so I'm not sure who I need to speak to now.
[AGENT][NEUTRAL] OK, um, what were, what was the reason for the call?
[CUSTOMER][NEUTRAL] Um, I was calling to, um, verify eligibility for a patient.
[AGENT][NEUTRAL] Oh, OK. I can help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] phone number [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, 02122287.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes. [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing the policy is active, it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is there any co-pay, deductible, co-insurance with this insurance?
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] So there's no copays or deductibles um for the actual coverage itself that's um through web TPA. Did you want me to, I can give you their phone number and transfer you or just transfer you over so they can go over the benefits with you?
[CUSTOMER][NEUTRAL] You can just transfer me over, that's fine.
[AGENT][NEUTRAL] OK, um, before I do that, [PII], was there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Alright, hold on one moment while I um call web CPA for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, thanks for calling APL.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to WebTPA, the administrator for the Limited Benefit Health Insurance Program underwritten by American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] 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.