AccountId: 011433970860
ContactId: 352b2b70-28aa-4c62-97e7-9b71b31ca42f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 532239 ms
Total Talk Time (AGENT): 160723 ms
Total Talk Time (CUSTOMER): 137881 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/352b2b70-28aa-4c62-97e7-9b71b31ca42f_20250110T15:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, Ms. [PII]. My name is [PII] calling from Steinberg Diagnostic Medical Imaging. I'm just reaching out to see if your mental patient is active as long as they're getting a benefit for an upcoming exam.
[AGENT][NEUTRAL] OK, so I'm so sorry, what was your first name again?
[CUSTOMER][NEUTRAL] It's OK. Um, it will be [PII]
[AGENT][NEUTRAL] OK, [PII], thank you. And you said that you're needing to get eligibility and benefit information for a member, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][POSITIVE] Thank you. A good call back will be [PII], and that will be our direct line.
[AGENT][POSITIVE] Thank you. And the member's policy number, please.
[CUSTOMER][NEUTRAL] Of course, patients policy number is 02501329.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, and any information provided, uh, [PII] would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Perfect and patient's first and last name is [PII] and patient's date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. So actually on this policy, [PII], there is another company that you will need to speak with to verify the eligibility and give benefit information, and that company is Webb.
[AGENT][NEUTRAL] TPA.
[AGENT][NEUTRAL] I can give you their phone number and then I can also connect you with one of their representatives but just in case we have were to get disconnected, you could call them directly.
[CUSTOMER][POSITIVE] Perfect and yes please I would love that.
[AGENT][NEUTRAL] OK, so the phone number for them is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect you're the best.
[AGENT][POSITIVE] OK. Well, thank you. It was my pleasure in helping you today. Can I help you with anything else before I connect you?
[CUSTOMER][POSITIVE] No, you've been very helpful.
[AGENT][POSITIVE] Well, it again, it was my pleasure. So thank you for calling APL [PII], and I hope you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you you too, Ms. [PII].
[AGENT][POSITIVE] Thank you as well. So one moment, please.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance program underwritten by American Public Life Insurance Company. If this is an emergency, please hang up and dial [PII]. If you are a member calling about your premium billing or need to make changes to your account, such as an address change.
[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] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you for calling customer service. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Oh hi [PII], it's [PII] with APL. How are you today?
[CUSTOMER][POSITIVE] Morning, [PII]. I'm doing good, a little cold but good.
[AGENT][NEUTRAL] Yeah, that's me. I'm a little cold myself too, so I, I, I understand. So, I have a provider on the line who is needing to check eligibility and benefit information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] And it's on policy number 2501329 for [PII].
[AGENT][NEUTRAL] And the
[AGENT][NEUTRAL] The individual's name that I'm speaking with is [PII].
[CUSTOMER][NEUTRAL] [PII], OK, I have a quick question. What's a good call back number because you're enrollment, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have people call all the time wanting to talk to you guys. Are you APL, uh, enrollment?
[AGENT][NEUTRAL] We are, but no enrollment goes through for this particular employer goes through Universal Trucking Benefits association.
[CUSTOMER][NEUTRAL] Do you have a number for um for that enrollment for APO? I'm just gonna write it down because I always get people calling um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 8
[AGENT][NEUTRAL] Sure. So again, it's UTBA or Universal Trucking Benefits Association.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And their number is 877-472.
[AGENT][NEUTRAL] 5541.
[CUSTOMER][NEUTRAL] And that's who they would call for the like if they wanna do the premium and stuff like that.
[AGENT][POSITIVE] Correct, yes. Uh-huh.
[CUSTOMER][POSITIVE] OK, I just wanna put that down. I didn't have that number. I appreciate it, hon.
[AGENT][NEUTRAL] Yeah. Cancel, yes, cancellations, changes, anything like that. Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] OK, I put a note on there. OK, thank you, Ms. [PII].
[AGENT][NEUTRAL] OK, [PII]. Well, you are very welcome, and are you ready to speak with [PII]?
[CUSTOMER][NEUTRAL] Uh, yes ma'am.
[AGENT][POSITIVE] OK, um, so have a wonderful weekend. It was nice talking with you.
[CUSTOMER][POSITIVE] You too, [PII] thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mm.