AccountId: 011433970860
ContactId: 3148500d-89e9-456a-b799-33a2e171d52c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180759 ms
Total Talk Time (AGENT): 59779 ms
Total Talk Time (CUSTOMER): 133341 ms
Interruptions: 7
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/3148500d-89e9-456a-b799-33a2e171d52c_20250109T23:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you for calling APL this is [PII]. How can I help you? Uh yes, my name is [PII]. I'm calling um.
[CUSTOMER][NEUTRAL] On behalf of Lutheran Hospital, my call is being recorded for quality purposes only. I have a claim that denied. I believe you were needing information from the member and I was trying to verify what you needed and if you received it.
[AGENT][NEUTRAL] OK yeah I can check on that claim for you [PII] um can I first get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, yeah, I can check on that claim for you, [PII]. Um, can I first get a good call back number from you in case we're disconnected? Yeah, it's [PII], no extension.
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] OK, thank you, and do you have the policy number?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Let me pull up. I just have the correspondence. I'm so sorry. Oh, there it is 00235284001.
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] OK, that's gonna be a bit too long to be one of our policy numbers, [PII].
[CUSTOMER][NEUTRAL] OK, that's gonna be a bit too long to be one of our policy numbers, [PII]. Well, the, um, originally it was billed with I just went by what we received a correspondence from you guys. That's what's on the correspondent. What it was billed with was 02352840.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] What was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] What was the name and date of birth for the insured? [PII], oh, and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Alright, so benefit and claim information for this patient, this kind of plan is going to be handled by, uh, they're called Web TPA. I can give you their phone number and then I can transfer you if you like.
[CUSTOMER][NEUTRAL] OK, thank you for verifying that [PII] right so benefit and claim information for this patient, this kind of plan it's going to be handled by uh they're called Web PTA. I can give you their phone number and then I can transfer you if you like. OK, uh, yes please.
[AGENT][NEUTRAL] OK, let me know when you're ready for that number.
[CUSTOMER][NEUTRAL] OK, let me know when you're ready for that number. I'm ready.
[AGENT][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] And if you have to call them, uh, for any reason if we, uh, there's a disconnect, um, you would select option 3.
[CUSTOMER][NEUTRAL] And you have to call them, uh, for any reason if we uh there's a disconnect um you would select option three. And just to verify, you said [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, thank you.
[AGENT][NEUTRAL] Yeah, did you want me to go ahead and transfer you now, [PII]?
[CUSTOMER][NEUTRAL] Yeah, do you want me to go ahead and transfer you now, [PII]? Yes please.
[AGENT][POSITIVE] OK one moment I'm gonna put you on a brief hold while I get them on the line for you thank you I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK, one moment I'm gonna put you on a brief hold while I get them on the line for you. OK, thank you. You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance.
[CUSTOMER][NEUTRAL] Please note