AccountId: 011433970860
ContactId: 27d7b671-e483-452c-b36c-fa59675ebbd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274380 ms
Total Talk Time (AGENT): 79580 ms
Total Talk Time (CUSTOMER): 66964 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/27d7b671-e483-452c-b36c-fa59675ebbd6_20250115T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from Hell Family Practice to verify eligibility and benefits.
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]? OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is this for service in an office setting?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] Do you guys go based off of your social?
[AGENT][NEUTRAL] Um, if you have the card, it should be on the card. If you don't have the card, I can search it by the social.
[CUSTOMER][NEUTRAL] OK, I believe it's [PII].
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII], last name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, so this policy is administered by Web TPA.
[AGENT][NEUTRAL] Um, their number is 866.
[AGENT][NEUTRAL] 9759458. Do you see that number anywhere on the front of the card?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK. I, yeah, they will be able to verify eligibility and benefits for you. Um, I can also transfer you to that location if you would like.
[CUSTOMER][NEUTRAL] I do OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, can you please?
[AGENT][NEUTRAL] OK, and it's going to be whenever you need to call them it's gonna be option 3.
[CUSTOMER][POSITIVE] OK, sounds good thank you.
[AGENT][NEUTRAL] OK. OK. Anything else before I get you transferred?
[CUSTOMER][NEUTRAL] That would be it.
[AGENT][POSITIVE] Alright, [PII], thank you for calling APL. Have a good day and give me one moment.
[CUSTOMER][POSITIVE] OK, thank you as well.
[CUSTOMER][NEUTRAL] Welcome to TPA, the ad.
[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
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Thank you for calling customer service. This is [PII]. May I have the member's ID number please?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] with American Public Life. Uh, the policy number is 002501.
[AGENT][NEUTRAL] 329.
[AGENT][NEUTRAL] I have the provider that's need to verify eligibility and benefits, and I have the patient's name and date of birth.
[CUSTOMER][NEUTRAL] What is the name and date of birth?
[AGENT][NEUTRAL] I am showing [PII] [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Information is loading you can transfer them.
[AGENT][NEUTRAL] And you
[AGENT][POSITIVE] OK, thank you, [PII]. Have a good day. OK. Here she comes. Her name is [PII].
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Thank you mm bye.
[AGENT][NEUTRAL] Uh-huh.