AccountId: 011433970860
ContactId: 2ab686b4-1546-4418-be81-d16d85e882c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 691960 ms
Total Talk Time (AGENT): 96190 ms
Total Talk Time (CUSTOMER): 287637 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/2ab686b4-1546-4418-be81-d16d85e882c1_20250512T16:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Shorts on roads or.
[CUSTOMER][NEUTRAL] Hey, how you doing? Um, um, I got you your services to try transport. I'm trying to figure out is this actual medical insurance or just short term long term type of insurance so um whenever I go to my doctor, it doesn't really take it, or is it or or I need a list of providers in my area or something or just like a supplemental to uh actual bigger insurance?
[AGENT][NEUTRAL] OK, well I can verify your policy for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah, Mr. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh just uh get the card out for you. OK, bear it off hand.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] The memory number on here or the or the group?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] It's just a policy number. Do you see a 01 or 02?
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 165811.
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, er, [PII] and [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, with your policy, give me a moment.
[CUSTOMER][POSITIVE] Yes you can have it by then.
[AGENT][NEUTRAL] Uh, looks like it became effective on [PII], um.
[AGENT][NEUTRAL] As far as benefits you'll have to speak with a representative with web TPA and I can give you their phone number and or transfer you over to them.
[CUSTOMER][NEUTRAL] OK, uh, uh, you need to transfer me whenever, um, whenever we finish it.
[AGENT][NEUTRAL] OK, uh, give me one moment I'll transfer you to a representative, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but if anything it's showing. You are on hold.
[AGENT][NEUTRAL] Cheese, to be lemon square.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the Limited Benefit Health Insurance program funded by American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] If this is an emergency, pull 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 you wish to modify your coverage in any way, please call American Public Life at [PII].
[CUSTOMER][NEUTRAL] For questions regarding pharmacy services, please contact Caremark at [PII].
[CUSTOMER][NEUTRAL] Please note, using a PPO provider can reduce the amount you pay out of pocket for services you receive.
[CUSTOMER][NEUTRAL] Network discounts continue after you have exceeded the maximum allowed visits, testing days, and hospital confinement days. Please call [PII] to locate a provider in the Beach Street PPO network.
[CUSTOMER][NEUTRAL] This call may be recorded for quality assurance and training purposes.
[CUSTOMER][NEUTRAL] If you are calling on behalf of hospital, physician, or other provider of services, click provider or press one now.
[CUSTOMER][POSITIVE] I can help you with things like eligibility, benefits, claim status, and more.
[CUSTOMER][NEUTRAL] How can I help you?
[AGENT][NEUTRAL] Operator.
[CUSTOMER][POSITIVE] I'd be happy to connect you with an agent.
[CUSTOMER][NEUTRAL] Can you first provide us with additional details?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Please tell me why you're calling.
[AGENT][NEUTRAL] Benefits.
[CUSTOMER][NEGATIVE] I'm still have trouble understanding.
[AGENT][NEUTRAL] Benefits
[CUSTOMER][NEUTRAL] Let me transfer you to someone who can help, but first I need some additional information.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Please say your first and last name.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You're calling from [PII].
[CUSTOMER][NEUTRAL] yes, if this is your preferred call number.
[CUSTOMER][NEUTRAL] Otherwise, please say your 10 digit callback number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] You're calling from [PII].
[CUSTOMER][NEUTRAL] Say yes or press one if this is your preferred callback number.
[CUSTOMER][NEUTRAL] Otherwise, please say or enter your 10 digit callback number using your dial pad.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] You're calling from [PII].
[CUSTOMER][NEUTRAL] Say yes or press one if this is your callback number.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Otherwise, please pay your.
[CUSTOMER][NEUTRAL] Please say the 9 to 16 character member ID.
[AGENT][NEUTRAL] 002165811
[CUSTOMER][NEUTRAL] The member ID you provided is 002165811.
[CUSTOMER][NEUTRAL] Is this correct?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Please say the member's full date of birth, for example, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[CUSTOMER][NEUTRAL] Is this correct?
[AGENT][NEUTRAL] Sure, yes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you for for calling customer service. This is [PII]. How may I help you today?
[AGENT][NEUTRAL] Hi [PII], uh, this is [PII] calling from APL, and I have the insured on the other line and uh wanted to inquire about benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me pull up this here.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, that's not hold on just one little second.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK and uh OK I'm looking at this caller ID.
[CUSTOMER][NEUTRAL] That's for uh [PII], is that, that's who's calling?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] His ID number 00216.
[AGENT][NEUTRAL] Mhm. [PII]. Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And his date of birth? I see you have [PII], is that correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, got him right here.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You can transfer him over.
[AGENT][POSITIVE] OK, thank you so much and you have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you, [PII]. You too, thank you. Bye bye.
[AGENT][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] Uh, Mr. [PII], I have Ms. Cat on the phone. Oh, I'm sorry. I have Miss Cat on the phone who'll be able to assist you further.
[CUSTOMER][POSITIVE] Thank you for calling customers oh sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much you have a great day.
[CUSTOMER][POSITIVE] Thank you, thank you.