AccountId: 011433970860
ContactId: 6d654447-6f8a-4072-aae9-97fa5b35c7bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 497109 ms
Total Talk Time (AGENT): 97881 ms
Total Talk Time (CUSTOMER): 234806 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/6d654447-6f8a-4072-aae9-97fa5b35c7bf_20250520T12:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to find out some information about my uh insurance, so.
[AGENT][POSITIVE] I'll be happy to help you.
[CUSTOMER][NEUTRAL] Insurance policy.
[AGENT][NEUTRAL] I can help you with that. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] I'm trying to find out my policy number.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] May I have your social security number?
[CUSTOMER][NEUTRAL] Mar
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm trying to find out who I need to contact uh concerning my uh because I go to the doctor and they don't know nothing.
[CUSTOMER][NEGATIVE] They, they cannot pull up the phone numbers that I have the with those policy numbers they cannot pull up anything from it, so they need something.
[CUSTOMER][NEUTRAL] That let's
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They need some a different number than whatever number I have here on these policies is not working.
[AGENT][NEUTRAL] OK, that did not pull up. Can you spell your last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, I found the dental policy.
[AGENT][NEUTRAL] Let me get this pulled up. You're wanting medical, correct?
[CUSTOMER][NEUTRAL] I need to
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK one moment.
[AGENT][NEUTRAL] Can you verify your mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so this is web TPA. So we do not administer this product. So if you have a pen, I'll give you the number to web TPA.
[CUSTOMER][NEUTRAL] OK, what is
[AGENT][NEUTRAL] OK, so your policy number will be 02.
[AGENT][NEUTRAL] 56
[AGENT][NEUTRAL] 6174.
[AGENT][NEUTRAL] And then you would need to contact Web TPA and it is 866.
[AGENT][NEUTRAL] 975.
[AGENT][NEUTRAL] 9458 and I'll transfer you over.
[CUSTOMER][NEUTRAL] OK, when I get to that number, that nothing happens um.
[CUSTOMER][NEUTRAL] I don't know, maybe it's OK, go ahead and transfer me, but this number that you gave me what this is the policy number to what?
[AGENT][NEUTRAL] That is your policy number. It looks like this is universal Trucking and that product is not handled by American Public Life. It's handled through web TPA.
[CUSTOMER][NEUTRAL] OK, alright, you can transfer him.
[AGENT][NEUTRAL] So I'll transfer you over and I'll stay on the line with you. One moment.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[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, such as an address change, add or drop a dependent, or you wish to modify your coverage in any way, please call American Public Life at [PII].
[CUSTOMER][NEUTRAL] For questions regarding pharmacy services, please contact Caremark at [PII]. Please note, using a PPO provider can reduce the amount you pay out of pocket for services you receive.
[CUSTOMER][NEUTRAL] Network discounts continue after you have exceeded the maximum allowed visits, testing days, and hospital confinement days. Please call [PII] to locate a provider in the Beach Street PPO network.
[CUSTOMER][NEUTRAL] This call may be recorded for quality assurance and training purposes.
[CUSTOMER][NEUTRAL] If you are calling on behalf of a hospital, physician, or other provider of services, please say provider or press one now.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I'm still here.
[CUSTOMER][POSITIVE] I can help you with things like eligibility, benefits, claim status, and more.
[CUSTOMER][NEUTRAL] How can I help you?
[AGENT][NEUTRAL] Eligibility
[CUSTOMER][NEUTRAL] Please say your first and last name.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You're calling from [PII].
[CUSTOMER][NEUTRAL] Say yes if this is your preferred callback number.
[AGENT][NEUTRAL] Is that your number, [PII]?
[CUSTOMER][NEUTRAL] Otherwise, please say your 10-digit callback.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Yeah. You're calling from [PII].
[AGENT][NEUTRAL] They're asking for a callback number.
[CUSTOMER][NEUTRAL] Oh, it's OK.
[CUSTOMER][NEUTRAL] Please say the 9 to 16 character member ID.
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] [PII]. Please say the 9 to 16 character member ID.
[CUSTOMER][NEUTRAL] 02566174
[CUSTOMER][NEUTRAL] I'm sorry, I didn't recognize a valid member ID.
[CUSTOMER][NEUTRAL] Member IDs are between 9 to 16 characters.
[CUSTOMER][NEUTRAL] Please try again.
[CUSTOMER][NEUTRAL] If the member ID is 103B45D89, you can say 10345D89.
[CUSTOMER][NEUTRAL] If your member ID only contains digits, you may enter it using your phone keypad. Please try again.
[AGENT][NEUTRAL] I'll try to enter it.
[CUSTOMER][NEUTRAL] Please say the 9. You're welcome.
[CUSTOMER][NEUTRAL] Please say the
[CUSTOMER][NEUTRAL] Sorry,
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Let's try this another way. Please enter the date of birth using the keypad. For example, for [PII], enter [PII].
[AGENT][POSITIVE] OK, [PII], you should be good. I'm gonna drop off this call right now, OK?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Alright, thank you, thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.