AccountId: 011433970860
ContactId: 540b37f2-efee-4881-8f46-6a47485a4754
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 584820 ms
Total Talk Time (AGENT): 176587 ms
Total Talk Time (CUSTOMER): 244970 ms
Interruptions: 7
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/540b37f2-efee-4881-8f46-6a47485a4754_20250422T15:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling ATO. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I'm not sure who I need to speak with, but I am a provider and I'm trying to register with you guys to accept your insurance.
[CUSTOMER][NEUTRAL] For our business.
[AGENT][NEUTRAL] You're trying to register with us?
[CUSTOMER][NEUTRAL] So we can, yes, so we can file claims and accept your insurance from our patients.
[AGENT][NEUTRAL] OK, so you're trying to register onto the online service center?
[CUSTOMER][NEUTRAL] Mhm, yes ma'am.
[AGENT][NEUTRAL] All right, before we proceed, is it possible to get your name and a callback number please?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that, Ms. [PII].
[AGENT][NEUTRAL] And do you happen to have the policy number of who you're trying to log in on the online service center?
[CUSTOMER][POSITIVE] Yeah, yeah, give me just a second I can get that for you.
[CUSTOMER][NEUTRAL] Do do do do
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02122287
[CUSTOMER][POSITIVE] I'll be right with you
[AGENT][NEUTRAL] You said 0212, is it 3 2s or 2 2s?
[CUSTOMER][NEUTRAL] 32 21021 and 3 2's, yeah.
[AGENT][NEUTRAL] 228.
[CUSTOMER][NEUTRAL] I got one little one for you to sign.
[AGENT][NEUTRAL] And can you verify the patient's full name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] You for calling. You wanna come on over here for?
[CUSTOMER][POSITIVE] Yeah, you can absolutely get that out print, sign and date.
[AGENT][NEUTRAL] And what's the date of birth for Mr. [PII]?
[CUSTOMER][NEUTRAL] Mhm it's a good question uh [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And are you also able to verify their mailing address?
[CUSTOMER][NEUTRAL] It is [PII]. Yeah, yeah.
[AGENT][NEUTRAL] Thank you for that. So are you on the online service center now?
[CUSTOMER][NEUTRAL] No ma'am I'm not.
[AGENT][NEUTRAL] OK, um, you'll have to go to the website to register.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And when you
[CUSTOMER][NEUTRAL] Yeah, I tried that yesterday.
[AGENT][NEUTRAL] OK. So, let's see.
[CUSTOMER][NEUTRAL] Because I have somebody else to.
[CUSTOMER][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] No, he has, I have a reading here.
[AGENT][NEUTRAL] And you entered your tax ID number?
[CUSTOMER][NEUTRAL] Yes, I did um.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] He's a contact check. He's a check. He's a contact tech, yeah.
[AGENT][NEUTRAL] I wonder.
[CUSTOMER][NEUTRAL] OK, never mind. It'll be just a few minutes, OK.
[AGENT][NEUTRAL] I wonder if it's not letting you do that because the, we have a
[CUSTOMER][NEUTRAL] I know why he's not. Oh, he, he is, he's an exam. I, I was on the wrong person. No, I'm sorry, I was on the wrong person. I apologize. I'm sorry about that. Um, go ahead. I'm sorry.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] It's OK. Um, I'm, I'm thinking it may be that you're not able to go through our online service center because we actually have a third party that handles our claims for this type of product that Mr. [PII] has, so it may, that may be why you wasn't able to register, um, you should have been able to. I'll have to check into that, but what I can do is connect you to Web TPA who handles our claims, and they can.
[CUSTOMER][NEUTRAL] What were you saying?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Provide you the information on how to submit that and if you need to verify benefits as well, they can help you with that as well.
[CUSTOMER][POSITIVE] OK, sure, that would be great.
[AGENT][NEUTRAL] All right, so I'm gonna give you the number and then I'm gonna transfer you just in case um we might, you know, we shouldn't get disconnected but just in case.
[CUSTOMER][POSITIVE] OK, sure, no problem.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, so the number for web TPA is 866.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 975.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][POSITIVE] Alright, and that was web PP you said what's happening like, OK, alright, perfect, I appreciate that.
[AGENT][NEUTRAL] Web TPA. Yes, ma'am.
[AGENT][POSITIVE] Not a problem at all. All right, Ms. [PII], before I transfer you, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I take that $45.
[CUSTOMER][NEUTRAL] No, ma'am, that should be it.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] All right, I'm gonna place you on a brief hold while I get someone to assist you further, and I will make sure I get someone before I release you and thank you for calling APL. You have a wonderful day and hold please.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You're welcome. 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 a[PII] [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] 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] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh. Thank you for calling customer service. This is [PII]. May I have the member's ID number please?
[AGENT][NEUTRAL] 00212
[AGENT][NEUTRAL] 22287.
[CUSTOMER][NEUTRAL] No. Nothing is coming up. What is the last name of the patient?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] First name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Date of birth?
[AGENT][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] 92.
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Do you have a home address or a home phone number where I can verify?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so I found the member. Give me one moment, his information is loading while his information is loading, what is your name?
[AGENT][NEUTRAL] I'm actually transferring a caller to you. It's a provider's office is on the back line. You're speaking to [PII] with [PII]. He's a mutual insured of ours.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. The provider's name is [PII].
[CUSTOMER][POSITIVE] [PII], thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Would you like for me to connect her now?
[CUSTOMER][POSITIVE] Yes, go ahead, thank you.
[AGENT][POSITIVE] Alright, here she goes. Thank you and have a good day.