AccountId: 011433970860
ContactId: 64424915-8ec5-47e1-a490-1da9f841208f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135520 ms
Total Talk Time (AGENT): 63630 ms
Total Talk Time (CUSTOMER): 42752 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/64424915-8ec5-47e1-a490-1da9f841208f_20250609T14:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I am calling from a provider's office and I'm needing to verify eligibility and benefits for a member.
[AGENT][NEUTRAL] OK, well, I can help you with both the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] OK, so my phone number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 002-069010-01.
[AGENT][NEUTRAL] Mm, OK, hold on one moment.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I am showing the policy is active. It's been effective since [PII].
[AGENT][NEUTRAL] And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, does he have an individual deductible?
[AGENT][NEUTRAL] Um, hold on one moment, actually.
[AGENT][NEUTRAL] OK, so it looks like the product is not administered by APL. We just give the ID cards and the breakdown. Um, I can give you the number to web TPA as well as transfer you over if you'd like to go through uh the benefits. We don't have access to it.
[CUSTOMER][POSITIVE] Yes please
[CUSTOMER][POSITIVE] OK, yes, if you could transfer me and give me that phone number it'd be great.
[AGENT][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And before I transfer you, is there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Uh, nope, that's all I need.
[AGENT][NEUTRAL] All right, well, thanks for calling APL and hold on one moment for your transfer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to WebTPA, the administrator for the.