AccountId: 011433970860
ContactId: 763390bd-7cfd-4a17-9dee-d99be53fd793
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167960 ms
Total Talk Time (AGENT): 67424 ms
Total Talk Time (CUSTOMER): 61309 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/763390bd-7cfd-4a17-9dee-d99be53fd793_20250602T19:16_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 Fast Pace Health Urgent Care. Um, I have a patient here that's insured through you guys, but this is the first time I've ever seen this insurance card. I have no idea who to verify this through.
[AGENT][NEUTRAL] OK, well, I can help you with the coverage and the eligibility. And [PII], may I have a good contact number in case we're disconnected and the member's policy number?
[CUSTOMER][NEUTRAL] Mhm, the telephone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the member, her name is [PII] and it says her number is.
[CUSTOMER][NEUTRAL] 01888320
[AGENT][NEUTRAL] OK, hold on one moment.
[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 the member has, um, are you calling about dental benefits or medical?
[CUSTOMER][NEUTRAL] Medical for urgent care.
[AGENT][NEUTRAL] OK, so the medical policy number?
[AGENT][NEUTRAL] Um, is what you provided. So those benefits are um quoted through web TPA. We don't administer their medical policy. I can give you the phone number and transfer you over to a representative to get the benefits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me know when you're ready, or did you just want me to transfer you?
[CUSTOMER][NEUTRAL] Um, you can
[AGENT][NEGATIVE] Uh oh, the phone's breaking up. Say that one more time.
[CUSTOMER][NEUTRAL] I'm sorry, you can transfer me and I'll take that number just in case we lose.
[AGENT][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] Contact.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh OK.
[AGENT][NEUTRAL] All right, and um [PII], before I transfer you, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that'll be all.
[AGENT][NEUTRAL] Alright well thank you for calling APL and hold on one moment for your transfer, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[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. If this is an emergency.