AccountId: 011433970860
ContactId: 64af190b-9a8c-41ea-8993-96aa5a71e905
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238960 ms
Total Talk Time (AGENT): 119174 ms
Total Talk Time (CUSTOMER): 57804 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/64af190b-9a8c-41ea-8993-96aa5a71e905_20250606T17:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Adviser to check on the claim status.
[AGENT][POSITIVE] OK, I'm so sorry. I'm having a little trouble hearing you. Your voice sounds very far away from the call.
[CUSTOMER][NEUTRAL] Uh, can you hear me now?
[AGENT][NEUTRAL] There's still an echo on the call.
[AGENT][POSITIVE] We'll do the best that we can. What is your name again?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK. Did you say [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, [PII]. And what is a good callback number for you?
[CUSTOMER][NEUTRAL] Sure. The callback number is [PII].
[AGENT][NEUTRAL] Thank you and you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I can help you with that, [PII]. And how many claims do you have to check status on?
[CUSTOMER][NEUTRAL] Uh, same patient, two claims.
[AGENT][NEUTRAL] OK, I can help you and you will use my name that I gave you along with today's date as your call reference number for each one. Also, any information that I provide for you on the claims will be a verification of benefits and not a guarantee of payment.
[AGENT][NEUTRAL] And lastly, [PII], if we do have the claims on file and you need a copy of the explanation of benefits, once I provide the claim numbers to you, you should be able to print those yourself by going to our portal which is located at [PII].
[AGENT][NEUTRAL] And what is the patients? You're welcome. What is the patient's policy number?
[CUSTOMER][POSITIVE] OK, sure. Thank you.
[CUSTOMER][NEUTRAL] Sure. The member ID is mm.
[CUSTOMER][NEUTRAL] 02253061.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII]. And your patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the 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 regarding claim status, [PII], and that company is Webb TPA.
[AGENT][NEUTRAL] I can give you their phone number and then I can also connect you but that if we were to be disconnected you would have their number to call them directly.
[CUSTOMER][POSITIVE] Yeah, sure. Thank you very much.
[AGENT][NEUTRAL] You're welcome. So their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, and would you like for me to connect you with web TPA?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, is there anything else that I can help you with before I do that?
[CUSTOMER][NEUTRAL] That's all for today.
[AGENT][POSITIVE] OK, well then, thank you for calling APL [PII] and I hope you have a nice weekend.
[CUSTOMER][POSITIVE] Thank you. Have a great weekend.
[AGENT][POSITIVE] You're welcome. Thank you. One moment and I will transfer you.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Welcome to WebTPA, the administrator for the Limited Benefit Health Insurance Program underwritten by American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] 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,