AccountId: 011433970860
ContactId: 4bfa316a-d924-4fa2-9e6e-50d446bbcb8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187839 ms
Total Talk Time (AGENT): 68378 ms
Total Talk Time (CUSTOMER): 71132 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/4bfa316a-d924-4fa2-9e6e-50d446bbcb8b_20250131T19:35_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] Hi. Uh, good afternoon. I'm [PII], spelled as [PII] calling from the American Clinic regarding claim status.
[AGENT][POSITIVE] [PII], it would be my pleasure to assist you with claim status. What is the callback number, please?
[CUSTOMER][NEUTRAL] [PII]. And it's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] 00152629701.
[AGENT][NEUTRAL] That is not the APL policy number. Do you have the APL policy ID number or the APL claim number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] In the insurance card, it says uh
[CUSTOMER][NEUTRAL] The ID number, member number is
[CUSTOMER][NEUTRAL] Yeah, it's 01526297.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the patient's name?
[CUSTOMER][NEUTRAL] Uh-huh. [PII].
[AGENT][NEUTRAL] And his date of birth, please.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. And I understand you're needing claim status for Mr. [PII], correct? for medical claims?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you. Now, IV medical claims, if you need any medical or benefit information, that would come from uh the third party administrator, Webb TPA.
[AGENT][NEUTRAL] I can give you their phone number as well as transfer you to them.
[CUSTOMER][POSITIVE] OK, then, thank you so much. Uh, can I get the phone number?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am. That phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I can transfer you to them.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, please. Thank you so much.
[AGENT][POSITIVE] My pleasure. If you'll hold just one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[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]. If you are a member calling about your premium billing.