AccountId: 011433970860
ContactId: 3eed087e-6ae2-4c5a-b32f-9a1aa1a72859
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366679 ms
Total Talk Time (AGENT): 92518 ms
Total Talk Time (CUSTOMER): 244617 ms
Interruptions: 9
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/3eed087e-6ae2-4c5a-b32f-9a1aa1a72859_20250521T20:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] This is [PII] from Northland Hearing Center to check up on hearing aid benefits of the member. Yes.
[AGENT][NEUTRAL] OK, [PII], you said that you're needing to verify benefit information for hearing aids. Is that correct?
[AGENT][NEUTRAL] OK, I can help you. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII] direct line policy number.
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] So can I, can I email.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's 990648.
[CUSTOMER][NEUTRAL] My girl's name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You said the policy number is 990648?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And any information that I provide for you today will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][POSITIVE] Thank you so much and have a great day. Bye now.
[CUSTOMER][NEUTRAL] [PII] with the date of birth. The date of birth. Give me one moment. Let me put up the date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. Now there is another company that you will need to speak to regarding benefits for this member, [PII], and that company is called Web TPA.
[CUSTOMER][NEUTRAL] OK, that's
[AGENT][NEUTRAL] And their phone number is
[AGENT][NEUTRAL] [PII]. Again, that's [PII].
[CUSTOMER][NEUTRAL] OK. One moment, one moment. Give me. Can you repeat that?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The company you need to speak with is called Web TPA.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. OK thank you.
[AGENT][NEUTRAL] Their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah for providing information on.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it doesn't have any information?
[AGENT][NEUTRAL] Would you like for me to connect you with them, [PII]?
[AGENT][NEUTRAL] Again, if you need to verify eligibility and benefits, you would need to contact Web TPA at that phone number and I'll be happy to connect you if you would like.
[CUSTOMER][NEUTRAL] OK, it doesn't have any information?
[CUSTOMER][NEUTRAL] Please transfer.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Please transfer me.
[AGENT][POSITIVE] One moment, if that's all I can help you with, thank you again, [PII], for calling APO and I hope you have a nice evening.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the Limited Benefit Health Insurance program underwritten by American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] 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 you wish to modify your coverage in any way, please call American Public Life at [PII].
[CUSTOMER][NEUTRAL] For questions regarding pharmacy services, please contact Caremark at [PII].
[CUSTOMER][NEUTRAL] Please note, using a PPO provider can reduce the amount you pay out of pocket for services you receive.
[CUSTOMER][NEUTRAL] Network discounts continue after you have exceeded the maximum allowed visits, testing days, and hospital confinement days. Please call [PII] to locate a provider in the Beach Street PPO network.
[CUSTOMER][NEUTRAL] This call may be recorded for quality assurance and training purposes.
[CUSTOMER][NEUTRAL] If you are calling on behalf of a hospital, physician, or other provider of services, please say provider or press one now.
[CUSTOMER][POSITIVE] I can help you with things like eligibility, benefits, claim status, and more.
[CUSTOMER][NEUTRAL] How can I help you?
[AGENT][NEUTRAL] Speak to someone.
[CUSTOMER][NEUTRAL] Sorry,
[CUSTOMER][NEUTRAL] I can help you check the status of a claim, check eligibility, and more.
[AGENT][NEUTRAL] Speak to a representative. Speak to a representative.
[CUSTOMER][NEUTRAL] How can I help you?
[CUSTOMER][POSITIVE] I'd be happy to connect you with an agent.
[CUSTOMER][NEUTRAL] Can you first provide a few additional details?
[CUSTOMER][NEUTRAL] Please tell me why you are calling.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] I can help you check the status of a claim, check eligibility, and more.
[CUSTOMER][NEUTRAL] How can I help you?
[AGENT][NEUTRAL] [PII], give me one moment and I'm gonna transfer you back over.
[CUSTOMER][NEUTRAL] Fine.