AccountId: 011433970860
ContactId: 57d35024-c9ad-48f9-bc48-39deabf50fb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438320 ms
Total Talk Time (AGENT): 74125 ms
Total Talk Time (CUSTOMER): 100731 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/57d35024-c9ad-48f9-bc48-39deabf50fb5_20250114T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with the Central Indiana Orthopedics. I'm calling to verify eligibility on a patient.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 01572023
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, so I'm showing this policy is administered by Web TPA which is a different company, and I'll need to get you transferred to that location. What number did you dial, [PII]?
[CUSTOMER][NEUTRAL] Um, on the back of the card it says for billing and eligibility inquiries [PII].
[AGENT][NEUTRAL] And what does it say on the front of the card as far as benefits? Does it, do you see a number in [PII] number?
[CUSTOMER][NEUTRAL] Yes, that's right below the other one. It says claims or benefits for that one as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so I'm gonna transfer you to that phone number, the [PII] number. When you dial that number it's option 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][NEUTRAL] I can, uh, you're welcome. I can go ahead and transfer you if you would like.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, any other questions before we get you uh transferred with me?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, thanks for calling ATL give me one moment and I'll transfer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administra.
[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] Alright
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Thank you for calling customer service. My name is [PII]. May I please have the member ID?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with American Public Life. Um, the member ID is 001.
[AGENT][NEUTRAL] 572-023
[CUSTOMER][NEUTRAL] 23. OK, first and last name and date of birth of the patient.
[AGENT][NEUTRAL] Um, [PII] [PII].
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] OK, I found her account. I'm pulling her up now, Miss [PII]. How can I help you?
[AGENT][NEUTRAL] So I have uh [PII], she's with the provider's office and she's wanting to verify eligibility and benefits for this uh patient.
[CUSTOMER][POSITIVE] Oh of course if you wanna transfer it over to me I can take it from here.
[AGENT][NEUTRAL] OK, and give me your name again.
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][POSITIVE] Thank you [PII] you've been helpful. I'll get uh [PII] transferred over to you, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right thank you very much.
[AGENT][NEUTRAL] Uh