AccountId: 011433970860
ContactId: 3c81e2f9-788d-4392-9214-aa5aa448d0d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287579 ms
Total Talk Time (AGENT): 56717 ms
Total Talk Time (CUSTOMER): 155141 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/3c81e2f9-788d-4392-9214-aa5aa448d0d2_20250108T14:33_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling to see if a member requires prior authorization.
[AGENT][NEUTRAL] OK, sure. I can assist you with Pria. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01822756
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so this particular policy is managed by Web TPA, um, so they, they're the ones that handles the authorizations or the benefit information, the claims. Um, let me go ahead and uh give you their phone number and transfer you over to Web TPA. Let me know when you're ready for that phone number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. The number is [PII].
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me go ahead and get them on the line. Is there anything else I'm gonna help you with today before I transfer you?
[CUSTOMER][POSITIVE] No, that's all I need. Thank you.
[AGENT][NEUTRAL] OK, you're welcome and thank you for calling APL. One moment while I transfer.
[CUSTOMER][NEGATIVE] You are on hold.
[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].
[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 wish to modify your coverage in any way, please call American Public Life at [PII]. If you are a physician or hospital calling to verify medical eligibility, please press 1. For information and phone numbers for the Beach Street PPO network, please press 2.
[CUSTOMER][NEUTRAL] For questions concerning pharmacy services, you may contact Caremark at [PII]. To speak to a customer service representative regarding any other issues, please press 3 now or simply stay on the line and someone will.
[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][POSITIVE] Thank you for calling customer service. My name is [PII]. How may we assist you today?
[CUSTOMER][NEUTRAL] Hi, I'm calling to see if a member requires authorization.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have a member pardon me.
[CUSTOMER][NEUTRAL] ID number that starts with a 0.
[CUSTOMER][NEUTRAL] Yep 01822756.
[CUSTOMER][NEUTRAL] 6, and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you a doctor's office?
[CUSTOMER][NEUTRAL] Facility.
[CUSTOMER][NEUTRAL] Are you? OK, so how are you doing today?
[CUSTOMER][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Um, I'm all right. I'm here. It's real cold and it's just a miracle, you know, when you have to suffer through the cold.
[CUSTOMER][NEUTRAL] So what, yeah, what is your first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And what's the name of your provider?
[CUSTOMER][NEUTRAL] Frick Hospital, and that's [PII]
[CUSTOMER][NEUTRAL] Mhm, yeah, I don't hear it very often. So thank you for that. What is your call back?
[CUSTOMER][NEUTRAL] [PII]