AccountId: 011433970860
ContactId: 48796eb2-d132-4e41-82dd-1877d6845344
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388290 ms
Total Talk Time (AGENT): 116520 ms
Total Talk Time (CUSTOMER): 142604 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/48796eb2-d132-4e41-82dd-1877d6845344_20250108T13:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is uh [PII] from doctor's office to check the member's eligibility and benefits. Would you don't mind, could you please repeat your name for me?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, thank you. Yeah, could you please tell me the member's eligibility for me?
[AGENT][NEUTRAL] OK, you're needing eligibility only or did you also need benefit information?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Benefit information also.
[AGENT][NEUTRAL] Yes, sir. I can help you with that, [PII]. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Yeah. The member's policy number is 02451963.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And uh sending the information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now for this member's policy, there is another company, [PII], that you will need to verify that information with. I will provide you with their contact number and I can also transfer you.
[AGENT][NEUTRAL] But the company you will need to speak to is Web TPA.
[CUSTOMER][NEUTRAL] Yeah, please.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And their phone number is [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Yeah, thank you, thank you so much for the information. And could you please transfer me to the department.
[AGENT][POSITIVE] I can. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Yeah, that's all for today. Thank you so much for the information.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and I hope you have a nice day.
[CUSTOMER][NEUTRAL] See you.
[CUSTOMER][NEUTRAL] Yeah, you too, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Welcome to We 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 [PII] Street.
[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] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you for calling customer service. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII]. This is [PII] with APL. How are you today?
[CUSTOMER][POSITIVE] I'm great thank you.
[AGENT][NEUTRAL] Good. I have a provider on the line who is needing to check eligibility and benefit information for a member, and the policy number is 2451963.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the gentleman's name is [PII].
[AGENT][NEUTRAL] Would you like his callback number?
[CUSTOMER][NEUTRAL] What's the patient's name?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Was there any zeros on the front of that?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] OK, and date of birth?
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] OK, that's OK. I can get it from the caller.
[AGENT][NEUTRAL] The date of birth is [PII].
[CUSTOMER][NEUTRAL] OK, I, I have it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me transfer you said you had the.
[AGENT][NEUTRAL] All right, well, perfect. The a provider on the line and his name is [PII].
[CUSTOMER][NEUTRAL] The name of the caller?
[CUSTOMER][NEUTRAL] Destined
[AGENT][NEUTRAL] Uh-huh. Would you like his callback number?
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, got it, thank you. You can transfer him over.
[AGENT][POSITIVE] OK, [PII]. Well, thank you and have a, I certainly will and have a great day.
[CUSTOMER][POSITIVE] You as well. Thank you so much. Bye bye.
[AGENT][NEUTRAL] Yes, ma'am, bye bye.