AccountId: 011433970860
ContactId: 776bd301-a3f4-491e-8080-e9d05548572c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323940 ms
Total Talk Time (AGENT): 82928 ms
Total Talk Time (CUSTOMER): 196933 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/776bd301-a3f4-491e-8080-e9d05548572c_20250224T20:29_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] How you doing? My name is [PII], and I was calling about um a bill I have. Um, it said that my insurance wouldn't be accepted for it. I was wondering why.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you with that information, Mr. [PII]. What is your policy number?
[CUSTOMER][NEUTRAL] Um, my policy number?
[AGENT][NEUTRAL] Do you have your card available?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, that's the group number, right?
[AGENT][NEUTRAL] It's at the bottom, it should be at the bottom of the card with the um outpatient.
[CUSTOMER][NEUTRAL] 00, the member number.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK it's 02054528.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is for a medical claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mr. [PII], what is your date of birth and current mailing address, please?
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And my um mailing address is [PII].
[AGENT][NEUTRAL] All right, thank you. Now what we're gonna need to do, Mr. [PII], is to, I'll need to transfer you to Web TPA and they should be able to give you information regarding that claim or benefit, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, if you'll hold just one moment.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance program underwritten by American Public Life Insurance Company. 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 wish to modify your coverage in any way, please call American Public Life at [PII]. If you are a physician or hospital calling to verify medical eligibility, please press 1. For information and phone numbers for the Beach Street PPO network, please press 2.
[CUSTOMER][NEUTRAL] For questions concerning pharmacy services, you may contact Caremark at [PII] to speak to a customer service representative regarding any other issues, please press 3 now or simply stay on the line and someone.
[CUSTOMER][NEUTRAL] Due to severe winter weather, you may experience longer wait times. If this is not an urgent matter, please call back at a later date. Thank you for your patience.
[CUSTOMER][NEUTRAL] Please note, your call may be monitored or recorded for quality assurance. The information provided during this call is only a description of benefits and is not a guarantee of payment. Benefits are based upon eligibility at the time services are rendered and all plan provisions.
[CUSTOMER][NEUTRAL] Calling customer service. My name is [PII]. How may we assist you today?
[AGENT][NEUTRAL] Hi [PII], this is [PII] at APL. How are you doing today?
[CUSTOMER][NEUTRAL] Oh, I'm all right, yourself?
[AGENT][POSITIVE] I'm doing well, thank you. I have a Mr. [PII] on the line that I need to transfer you to transfer him to you.
[CUSTOMER][NEUTRAL] OK, so what's his, yeah, right, so what's the ID number?
[AGENT][NEUTRAL] Um, I don't, I have a policy number. I don't have a.
[CUSTOMER][NEUTRAL] What I need starts with 00 and you don't have that right?
[AGENT][NEUTRAL] ID number.
[AGENT][NEUTRAL] I don't, but I can get him on the line. He's calling. He's got a bill that was.
[CUSTOMER][NEUTRAL] That's OK. Let me just do a name search. [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Right, no, no, no, go ahead and bring him on. That's 216 people.
[AGENT][NEUTRAL] And he's in [PII].
[AGENT][NEUTRAL] Uh, he's
[CUSTOMER][POSITIVE] They have that well
[AGENT][NEUTRAL] He's in [PII].
[CUSTOMER][NEUTRAL] That's not gonna help me go ahead and bring him on if you don't mind.
[AGENT][NEUTRAL] With, with, OK, let me get him out. Hang on just a second.
[AGENT][POSITIVE] Mr. [PII], I have [PII] on the line. She's going to assist you further, and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah, thank you, Mr. [PII], can I have the member ID number of your card that starts with 00?
[CUSTOMER][NEUTRAL] Uh, I got one that starts with uh 020.
[CUSTOMER][NEUTRAL] Yeah, OK, 02054528.
[CUSTOMER][NEUTRAL] OK, and then, uh, oh, I misspell [PII]. OK, so what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, are you calling from [PII], I guess you're not, never mind. Are you calling? What number are you calling from in in case we get cut off?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] How can we assist you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, yes, so I had an emergency visit and I went to uh uh a uh.