AccountId: 011433970860
ContactId: 534b4756-0934-4078-acbe-61c9da1256a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216960 ms
Total Talk Time (AGENT): 93139 ms
Total Talk Time (CUSTOMER): 61400 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/534b4756-0934-4078-acbe-61c9da1256a5_20250617T20:21_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, my name is [PII], and I'm calling from Chrissan Hospital.
[CUSTOMER][NEUTRAL] We have a patient that was admitted uh to our facility inpatient.
[CUSTOMER][NEUTRAL] I was calling to verify eligibility and coverage and also
[CUSTOMER][NEUTRAL] To ask about authorization.
[AGENT][POSITIVE] All right, well, I'll be more than happy to assist you um with the benefits, the eligibility and the authorization. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh, callback number is [PII].
[CUSTOMER][NEUTRAL] And you said you need a policy number.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, 00990747
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. 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 APL actually does not administer this product. So the um benefits are through web TPA. Um now I can let you know that the policy um has been active since [PII], um, but for the actual benefit breakdown, I will have to get you over to Web TPA. Would you like their number as well?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK, and that phone number, hold on one moment.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] All right, and before I transfer you over, [PII], was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That would be it.
[AGENT][NEUTRAL] All right, well, thank you so much for calling APL and hold on one moment. Hold on one moment. I'm sorry.
[CUSTOMER][POSITIVE] That's OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, I just want to make sure that was the correct policy and everything. OK. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, thank you.
[AGENT][POSITIVE] You're welcome and thanks for calling APL.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I'm like wait a minute, I got confused with the last call um I'm trying.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright be safe than sorry.
[AGENT][NEUTRAL] Alright, so I'll go ahead and note that, but let me call them first.
[AGENT][NEUTRAL] You can do that [PII].
[CUSTOMER][NEUTRAL] Welcome to WebTPA, 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.