AccountId: 011433970860
ContactId: 71b8a52b-cf6d-40ff-9cab-c8c2173f12fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 590049 ms
Total Talk Time (AGENT): 231415 ms
Total Talk Time (CUSTOMER): 218571 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/71b8a52b-cf6d-40ff-9cab-c8c2173f12fd_20250520T12:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] And uh I am, I have an appointment scheduled this morning for [PII].
[CUSTOMER][NEUTRAL] And I am trying to figure out this ins the insurance coverage.
[CUSTOMER][NEUTRAL] It's a multiplayer but uh they.
[CUSTOMER][NEUTRAL] Do not they need a a number, a policy number or something.
[AGENT][NEUTRAL] Yes, sir. OK. All right. And you said your first name is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] For that
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And your last name again, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And you, so you're just needing to get your policy number, Mr. [PII]? Is that correct?
[CUSTOMER][NEUTRAL] I, yes, I need the policy number for the multi plan whatever that number is, I need that because don't nobody seem to understand when I tell them it's a multi plan.
[CUSTOMER][NEGATIVE] That doesn't work for them. They need a number.
[AGENT][NEUTRAL] OK, OK, so I can try and help you with this, Mr. [PII]. What I'm gonna first have to do is to see if I can locate your information first. So first off, what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And your full social please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment please, let me see if I can locate your information.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] No, sir, that's not what we have on file.
[CUSTOMER][NEUTRAL] Oh yeah [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII] for verifying all of your information. OK, so I can see that you did set up your profile in our portal at APL, Mr. [PII], where you can log in and have access to your ID cards.
[AGENT][NEUTRAL] Do you still remember your login information?
[AGENT][NEUTRAL] Of where to go to do that, OK, so your ID cards are actually in your portal.
[CUSTOMER][NEUTRAL] Yes, I have login information.
[CUSTOMER][NEUTRAL] Yes, I
[AGENT][POSITIVE] And you can print them or you can pull them up for viewing and that does have your policy number on it, but I'll be happy to give that to you verbally as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Those 3 numbers there?
[AGENT][NEUTRAL] It's your policy number is, your policy number is 256-6174.
[CUSTOMER][NEUTRAL] You know when they, when they put those in.
[CUSTOMER][NEUTRAL] 256-6174
[AGENT][NEUTRAL] Yes, sir, which is also the same number on your card.
[CUSTOMER][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] Alright, hold on, let me, let me, let me see because.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Now is that different from those uh
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So that's for the multi-plan?
[AGENT][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] That's the multi plan policy number?
[AGENT][NEUTRAL] Uh, I don't know about a multi-plan policy number. I can see that you have 3 policies that are through APL and that is like your medical plan that you have with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now if you have any questions on this policy then Mr. [PII] related to any benefits or coverage then you have to speak to Web TPA because that is actually who processes your claims and there's a different phone number for them.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] OK, so, so my, my, my question is how am I covered? How am I covered?
[AGENT][NEUTRAL] OK, I'll have to connect you with someone else to answer any benefits questions for you because that is not the portion of your insurance that we handle. I can provide you your policy number or your information on the portal.
[AGENT][POSITIVE] And I can connect you to web TPA to answer any coverage questions for you.
[AGENT][NEUTRAL] And I can give you their phone number so that just in case something were to happen during our transfer you could call them directly.
[CUSTOMER][NEUTRAL] I see nothing.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, what is the number?
[AGENT][NEUTRAL] OK, so their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's way of TPA.
[AGENT][POSITIVE] Yes, sir, that is correct.
[CUSTOMER][NEUTRAL] And they don't want to
[AGENT][NEUTRAL] And I'll be
[AGENT][POSITIVE] They'll answer any questions on.
[CUSTOMER][NEUTRAL] OK, y'all y'all the insurance company.
[CUSTOMER][NEUTRAL] OK, you have an insurance company, right?
[AGENT][NEUTRAL] Your plan is administered through web TPA. We issued you your ID cards, but all of your claims or benefits questions that is handled by web TPA.
[AGENT][NEUTRAL] And multiplan is your network. Yes, sir, that is the network that you that your policy participates with.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] So I'm just trying to figure out what.
[CUSTOMER][NEGATIVE] Why when I tell them that they don't, they can't find nothing, they don't understand that, uh.
[AGENT][NEUTRAL] No, I'm not, I, maybe web TPA could shed some light on that for you, Mr. [PII].
[AGENT][NEUTRAL] That is the network.
[AGENT][NEUTRAL] I can tell you that multi plan is the network, not the policy name that's your network company.
[CUSTOMER][POSITIVE] All right, I call, I call them and see what I come up with.
[AGENT][POSITIVE] Well, would you like for me to connect you over? I'll be happy to do that.
[CUSTOMER][POSITIVE] Yeah, yes, I appreciate it.
[AGENT][NEUTRAL] OK, well, is there any, you're welcome. Can I help you with anything else so before I do?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, well thank you so much then for calling APL and I do hope you have a very nice day.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So one moment, please. Thank you, one moment.
[CUSTOMER][NEUTRAL] You too.
[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].
[CUSTOMER][NEUTRAL] 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 [PII] 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][POSITIVE] I can help you with things like eligibility, benefits, claim status, and more.
[CUSTOMER][NEUTRAL] How can I help you?
[AGENT][NEUTRAL] Speak to someone.
[CUSTOMER][POSITIVE] I'd be happy to connect you with an agent.
[CUSTOMER][NEUTRAL] Can you first provide a few additional details?
[AGENT][NEUTRAL] Connect with an agent.
[CUSTOMER][NEUTRAL] Please tell me what
[CUSTOMER][NEUTRAL] I understand you want to speak to an agent.
[CUSTOMER][NEUTRAL] First, let me gather some additional information about your call.
[CUSTOMER][NEUTRAL] Please say your first and last name.