AccountId: 011433970860
ContactId: 6d415771-aa71-4a04-83ff-ea4e743a82b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229500 ms
Total Talk Time (AGENT): 96123 ms
Total Talk Time (CUSTOMER): 64706 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/6d415771-aa71-4a04-83ff-ea4e743a82b6_20250516T17:18_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from McLaren Hospital and I'm calling to see if a patient has medical benefits with this card cause the plan says dental, so I don't know. I've never seen it, so I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, well I can definitely check the benefits for you and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] It is 1560176.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So, um, this is an old dental policy, but he does have an active medical policy. Um, did you need that policy information?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, hold on one moment let me get it for you.
[AGENT][NEUTRAL] Alright, so the policy has been active since [PII].
[AGENT][NEUTRAL] The policy number is 1678.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 406.
[CUSTOMER][NEUTRAL] 1678406
[AGENT][POSITIVE] Yes, that's correct. And
[CUSTOMER][NEUTRAL] OK. What's
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] The group number is 16068.
[CUSTOMER][NEUTRAL] OK. And then does this cover colonoscopies?
[AGENT][NEUTRAL] Now for the benefits though, um, you'll have to go through web TPA because they do the claims and the benefits for them. Um, I can um give you the number and transfer you over if you like or just provide the number, which would you prefer?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Um, both, please. Thank you very much.
[AGENT][NEUTRAL] OK, um, hold on one moment.
[CUSTOMER][NEUTRAL] But he does have a medical policy with you guys.
[AGENT][NEUTRAL] Yes, this is a medical policy.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][NEUTRAL] You're welcome, and the number to web TPA is 866.
[AGENT][NEUTRAL] 975.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][NEGATIVE] What was the 3 in the middle, 8669 and then the phone cut out and come back in.
[AGENT][NEUTRAL] 075.
[CUSTOMER][NEUTRAL] 9759458, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][NEUTRAL] You're welcome. Was there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] Alright, thanks for calling ATO have a great weekend bye bye.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Hold on one moment for your transfer.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited Benefit Health Insurance program underwritten by American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] If this is an emergency,