AccountId: 011433970860
ContactId: 56a13c25-97e7-49fd-ac5a-06db47d45389
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196979 ms
Total Talk Time (AGENT): 75154 ms
Total Talk Time (CUSTOMER): 81996 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/56a13c25-97e7-49fd-ac5a-06db47d45389_20250512T15:44_UTC.wav
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[AGENT][NEUTRAL] Contacting. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is Ms. [PII] calling from the doctor's office regarding [PII]. He has to have blood work done through LabCorp.
[CUSTOMER][NEUTRAL] And I'm just calling to confirm.
[AGENT][NEGATIVE] That his policy has lapsed.
[CUSTOMER][NEUTRAL] To see if that's correct.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm not sure. It, it, it got, it got this phone number on it and it's well, they got all kinds of names on here, um, American Public Life, and they got submit claims to Web TPA.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] What, what is the policy number please so I can look up.
[CUSTOMER][NEUTRAL] 0183.
[CUSTOMER][NEUTRAL] 041.
[AGENT][NEUTRAL] Thank you. And um the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes ma'am, the name is [PII] and it's [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. Is there a callback number I can have in the event that we disconnected while I'm looking this up?
[CUSTOMER][NEUTRAL] Oh, the phone is breaking up. Um, I can't hear you. Is there a what?
[AGENT][NEUTRAL] Is it, is there a callback number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I wasn't able to find anything under the. Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] So he
[CUSTOMER][NEUTRAL] Oh, he has to have blood work done and um the computer is not verifying his insurance, so that's why I was calling. You say you're not finding anything?
[AGENT][NEUTRAL] Uh, yes, I'm not finding anything on our, on our system. Um, could you spell his last name for me, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And his first name?
[CUSTOMER][NEUTRAL] You're welcome. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you very much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I'm sorry, he's just not coming up in our system at all. Um, so I don't, I don't have him, uh, by his name or, or the number that you've given me.
[AGENT][NEUTRAL] I'm, I'm not really sure what type of insurance he has. There should be an 800 number for web TPA, but, um, it's not, uh, he, I don't have anything for him. Um, I'm sorry.
[CUSTOMER][NEUTRAL] Is it through American Public Life? Like I said, they got a lot of names on here.
[AGENT][NEGATIVE] Right, um, I'm not seeing anything and I am, uh, with American Public Life. I'm not seeing anything for him. Um, it's just not coming up in our system.
[CUSTOMER][POSITIVE] Oh wow.
[AGENT][NEUTRAL] So it might be, uh, there's also web TPA on there there might be an 800 number or 188 number for them. You might want to try that number.
[CUSTOMER][POSITIVE] OK, alright then, well thank you.
[AGENT][NEUTRAL] OK, well, I'm sorry I wasn't able to help you, but thank you for contacting ATL.