AccountId: 011433970860
ContactId: 5eee1d09-8180-40b9-bce4-d819208095a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 707049 ms
Total Talk Time (AGENT): 231325 ms
Total Talk Time (CUSTOMER): 170355 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/5eee1d09-8180-40b9-bce4-d819208095a6_20250421T20:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm a pro a medical provider and I'm trying to find out how to register with you guys to file, um, benefits with you guys.
[AGENT][POSITIVE] OK, yes ma'am, I can help you with that. Um, now what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK thank you I appreciate that um now are you trying to get set up on the online portal on our online service?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yes, ma'am. Mhm. Yes, ma'am.
[CUSTOMER][NEGATIVE] We've never had a business with you guys before.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, um, so you're on that website.
[CUSTOMER][NEUTRAL] Uh yes ma'am.
[AGENT][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] Let's see. I'm getting mine pulled up so that I can uh see what you're seeing exactly.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're a medical provider?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK. Do you see that? Um,
[AGENT][NEUTRAL] It it's asking you if you need to file a claim, is that what you're trying to do?
[CUSTOMER][NEUTRAL] No, I'm not trying to file a claim yet. I'm trying to find out if we can like we haven't seen the patient yet. We just wanna make sure we're able to accept it from him and that we can bill you guys and you'll pay it.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, I see. OK, yes ma'am.
[CUSTOMER][NEUTRAL] Like I'm trying to register with you guys, yeah.
[AGENT][NEUTRAL] OK. Um, now, do you have that policy number?
[CUSTOMER][NEUTRAL] I have his member ID number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or policy number or however you say, yeah, member number yeah.
[AGENT][NEUTRAL] What is that?
[CUSTOMER][NEUTRAL] His member number is 02122287.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, and what is his name?
[CUSTOMER][NEUTRAL] This is with Universal Trucking benefits. His name is um [PII].
[AGENT][POSITIVE] OK, thank you, yes.
[AGENT][POSITIVE] See, I am actually going to transfer you over to someone else to help with this, um, you know, and they can help you get set up to where you can file a claim and check benefits, you know, anything you might need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][POSITIVE] OK, I'm sorry, but I appreciate it. um, if you don't mind holding, I'll get someone on the line for you.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][NEUTRAL] You are welcome, but is there anything else I can do before I transfer you?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be fine.
[AGENT][POSITIVE] OK. Thank you, Ms. [PII]. You have a good day and thank you for calling ATL.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, ma'am, you did the same.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey, this is [PII] in customer service.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, help, please.
[AGENT][NEUTRAL] Um, I have a provider's office on the line. Uh, but when you look at this policy and, and let me know if we can help her or not. It's, it's a UTBA HI policy.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] OK, that's good.
[AGENT][NEUTRAL] Uh, it's 2212-228-7.
[CUSTOMER][NEUTRAL] OK, and that's for [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, it looks like it goes through web TPA.
[AGENT][POSITIVE] OK. Um, so I will transfer her over there. OK, thank you. Thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance.
[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. This is [PII]. How may I help you today?
[AGENT][NEUTRAL] Uh, I am calling from ATL. My name is [PII], um, and I have a lady on the phone who's with the provider's office, and, um, she was wanting to see how she could, um, get registered to go to file a claim online.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And she, I'm sorry, but she also said she wanted to get set up to see if they could file a claim, so I'm a little bit um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't let me, let me see if I have the first the member first.
[AGENT][NEUTRAL] detected in the backyard.
[CUSTOMER][NEUTRAL] May I have the ID number?
[AGENT][NEUTRAL] 0 2122287.
[CUSTOMER][NEUTRAL] Patient's name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I, I found him.
[CUSTOMER][NEUTRAL] And um the is that who's calling for over are you transferring someone over?
[AGENT][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] Um, I think so, yes, ma'am. Um,
[AGENT][NEUTRAL] Her name is [PII] and I do have a callback number for her.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I'll take it.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEGATIVE] [PII]. I cannot read my own handwriting. Um.
[CUSTOMER][NEUTRAL] Oh, I understand. Um, me too, my own. Like what did that, what is that?
[AGENT][NEUTRAL] Uh sorry.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] I'm gonna say [PII].
[CUSTOMER][NEUTRAL] I think I can get it from her.
[CUSTOMER][POSITIVE] It'll be OK. I can get it from her.
[AGENT][NEUTRAL] OK, I am so sorry. I, this is just frazzled me because I'm like, does she need to come to y'all? Do we need to keep her? I mean, um.
[CUSTOMER][POSITIVE] No problem at all.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Does she want to file a claim? Yeah, she needs to come to us.
[AGENT][POSITIVE] Oh good. OK, thank you. Yes, thank you.
[CUSTOMER][NEUTRAL] No, it's it's, it's regular medical claims, right?
[AGENT][NEUTRAL] Yes, ma'am. Yes.
[CUSTOMER][NEUTRAL] OK, yes, yes, you can transfer her over.
[AGENT][NEUTRAL] OK, thank you. And her name is [PII].
[CUSTOMER][NEUTRAL] OK, thank you, [PII], for [PII]. OK.
[AGENT][NEUTRAL] Um, do you want me to, yes.
[AGENT][NEUTRAL] Do you want me to stay on the line in case I need her back?
[CUSTOMER][NEUTRAL] Um, it's up to you if you call for claims, I can handle that part.
[AGENT][POSITIVE] OK, and that is what she's calling for, so we're good, we're good. OK, yes, ma'am. I'm so sorry. Thank you. Oh, she hung up after all of that, she hung up, but I'm sure she was aggravated by the time. I'm so sorry. Oh my gosh.
[CUSTOMER][NEUTRAL] It's up to you.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] No problem. You're very welcome.
[CUSTOMER][POSITIVE] She did, wow.
[CUSTOMER][NEUTRAL] No, she wasn't on hold that long.
[AGENT][NEUTRAL] I didn't feel like it was that long. I was just.
[CUSTOMER][NEUTRAL] No, it wasn't. She'll probably call back.
[AGENT][POSITIVE] OK, she, she will. Yes. OK, thank you. I'm so sorry. Thank you, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No problem. You're welcome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][NEUTRAL] OK. Bye.