AccountId: 011433970860
ContactId: 5ad188a4-9ef6-4c80-a685-6e74397e235c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321660 ms
Total Talk Time (AGENT): 113395 ms
Total Talk Time (CUSTOMER): 123083 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/5ad188a4-9ef6-4c80-a685-6e74397e235c_20250311T14:18_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the urology group and I'm trying to verify uh eligibility on a patient that's in the office.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, [PII], so you're just needing eligibility. You do not need benefit information, is that correct?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, well, if there's a co-pay, I don't think that's listed on his card.
[AGENT][POSITIVE] Yes, ma'am, I can help you with both.
[CUSTOMER][POSITIVE] Yeah if you could give, yeah that would be awesome.
[AGENT][NEUTRAL] OK, and what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII] and my extension is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 94961.
[AGENT][POSITIVE] Thank you one moment please.
[AGENT][NEUTRAL] I mean the information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now on this policy there is another company that you would need to speak to to verify his eligibility and benefits, and that company is Web TPA.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And I can give you their phone number and then transfer you also [PII] to them, but the phone number for web TPA is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][NEUTRAL] And would you like, yes ma'am, you're welcome and would you like for me to transfer you?
[CUSTOMER][POSITIVE] That would be awesome. I'd appreciate it.
[AGENT][POSITIVE] OK. Well, I will certainly be happy to do that. And is there anything else that I can help you with though first?
[CUSTOMER][NEUTRAL] That would be all today.
[AGENT][POSITIVE] OK, well then thank you again for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Yes, ma'am. Uh-huh, and thank you too. So one moment, please.
[CUSTOMER][NEUTRAL] OK
[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 at [PII]. If you are a physician or hospital calling to verify medical eligibility, please press [PII].
[CUSTOMER][POSITIVE] Great information
[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][POSITIVE] Thank you for calling customer service. My name is [PII]. Can I please have the member ID?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL. How are you doing today?
[CUSTOMER][POSITIVE] I can't complain, ma'am. How about yourself?
[AGENT][NEUTRAL] Um, I'm good, thank you. So I have a provider on the line needing to verify eligibility and benefits for a member and the policy number is
[AGENT][NEUTRAL] 249-496-1
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Uh, can you verify the date of birth for me?
[AGENT][NEUTRAL] His date of birth is going to be.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, pulling up their account now if you want to transfer on over to me, I can take it from here.
[AGENT][POSITIVE] All right. Well, thank you so much and the lady's name on the line, her name is [PII].
[CUSTOMER][NEUTRAL] [PII], and can I have your name one more time, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] All right. Thank you very much, Ms. [PII]. You have a good rest of your day.
[AGENT][POSITIVE] You're welcome. Yes, you too, [PII]. So here we go. I'm fixing to, uh, release the call to you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] Bye.