AccountId: 011433970860
ContactId: 425cce75-2ae8-48df-9d4c-4aa5fb499589
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420700 ms
Total Talk Time (AGENT): 58449 ms
Total Talk Time (CUSTOMER): 216989 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/425cce75-2ae8-48df-9d4c-4aa5fb499589_20250218T20:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi [PII], this is [PII] calling for uh Euroclear cooperative Health Center to check on a claim status. Please be informed that this call is been recorded and monitored for quality and training purposes. May I know if I can help you with patient's information or the provider's information?
[AGENT][POSITIVE] OK, so I'll be more than happy to help you with the claim status, and you said your name is [PII]?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we were disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, yes, it's [PII], no extension direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, yes, the member's ID is 02362041.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, yes, the patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing that the claims are processed through web TPA. Um, I can provide you with that number and transfer you over as well for claim status.
[CUSTOMER][NEUTRAL] Um, yes, sure, please.
[AGENT][NEUTRAL] OK, the phone number is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Um, OK, I have it just to reconfirm it is [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. And uh if you have the receipt date for this claim is available?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] We don't have any of the claim information. It's processed through web TPA. Um, I can transfer you over now if you like for the claim status.
[CUSTOMER][NEUTRAL] Uh, please transfer me. Thank you, [PII].
[AGENT][POSITIVE] You're very welcome, [PII]. Before I do that, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Um, no, I just need the claim status for this one.
[AGENT][NEUTRAL] Alright, hold on one moment and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] The.
[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 assist you. Thank you.
[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 [PII]. 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 [PII] now or simply stay on the line and someone will assist you.
[CUSTOMER][NEUTRAL] Due to severe winter weather, you may experience longer wait times. If this is not an urgent matter, please call back at a later date. Thank you for your patience.
[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] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um