AccountId: 011433970860
ContactId: 361b0e20-e2b8-478c-ab57-16257c8e18c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148490 ms
Total Talk Time (AGENT): 64926 ms
Total Talk Time (CUSTOMER): 56633 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/361b0e20-e2b8-478c-ab57-16257c8e18c2_20250310T19:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] calling from Houston Methodist Hospital, um, insurance verification department. I was calling on behalf of a patient, just trying to verify benefits and seeing if this is the number I called to start the off process.
[AGENT][NEUTRAL] OK, um, I can assist you with the benefits and check on authorization, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] I'm at [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] One second, let me pull it up for you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have APL 20,000.
[AGENT][NEUTRAL] Do you have the copy of the card?
[CUSTOMER][NEUTRAL] Oh no, that's the member, yeah, I'm looking at it. Hold on. 02069161.
[AGENT][NEUTRAL] All right, thank you. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] I have [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Ms [PII], this particular policy is managed by Web TPA so for benefits claim status or any other information, it needs to be transferred over to Web TPA. So let me give you their phone number and try to transfer you over, OK?
[AGENT][NEUTRAL] Um, the the number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That was [PII].
[AGENT][POSITIVE] Yes, that is correct. Is there anything?
[CUSTOMER][NEUTRAL] And you say that was Webb PPA?
[AGENT][NEUTRAL] Yes, web like the website web TPA TPA.
[CUSTOMER][POSITIVE] OK, thank you, thank you so much.
[AGENT][POSITIVE] You're welcome. No problem. Is there anything else I can help you with today before I transfer you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][NEUTRAL] OK, well thank you for calling APO. Have a good afternoon. One moment while I transfer.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to We TP