AccountId: 011433970860
ContactId: 2b711470-c761-450c-a4a9-dad03bb6ad89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151919 ms
Total Talk Time (AGENT): 70037 ms
Total Talk Time (CUSTOMER): 59722 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/2b711470-c761-450c-a4a9-dad03bb6ad89_20250610T15:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII], and I'm calling from [PII]. I was calling to verify, um, verify benefits for a patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I can help you with the benefits and Ms. [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Um, contact numbers are code [PII].
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 016 I'm sorry 01761372.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I was looking like, I, I was looking to see how you pronounce that. I got it now. OK. Thank you for verifying.
[CUSTOMER][NEUTRAL] Yeah, I was kind of throwed when you said it.
[AGENT][NEUTRAL] Well, all the information provided is a verification of benefits, not a guarantee of payment. Now, this particular product is not administered by APL. um I can give you the number and transfer you over to Web CPA and they can go over the benefits with you. We don't have access to it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Um, did you need the number as well, or you just want me to transfer you over? OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, the number as well.
[AGENT][NEUTRAL] So that's 866.
[AGENT][NEUTRAL] 975.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][NEUTRAL] And what's this number too? What's the company?
[AGENT][NEUTRAL] Um, this is Web TPA. They do the claims and um the benefits.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Before I transfer you over, was there anything else I can help with?
[CUSTOMER][NEUTRAL] Not at the moment.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. Have a great week. Hold on one moment.
[CUSTOMER][POSITIVE] Hey, good morning.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TPA.