AccountId: 011433970860
ContactId: 796bbdbe-3331-4629-9587-fa25fd8f2380
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292890 ms
Total Talk Time (AGENT): 102000 ms
Total Talk Time (CUSTOMER): 144099 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/796bbdbe-3331-4629-9587-fa25fd8f2380_20250218T13:59_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] Hi, this is [PII] calling from provider's office checking on claim.
[AGENT][NEUTRAL] OK, [PII], you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the patient's policy number?
[CUSTOMER][NEUTRAL] 02543896.
[AGENT][POSITIVE] OK [PII] thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the information that I do provide more would be a verification of benefits and not a guarantee of payment. What is your patient's name please and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the last name is spelled. [PII].
[CUSTOMER][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So there is another company that you will need to speak to regarding claim status for this member and the name of that company is Webb.
[AGENT][NEUTRAL] TPA I can give you their phone number, [PII] and I can also connect you but in case we were to be disconnected, the phone number I'm going to give you would be the one for you to call directly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, please.
[AGENT][NEUTRAL] OK, so the phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You are very welcome. And is there anything else I can help you with, [PII], before I connect you?
[CUSTOMER][NEUTRAL] No, no, thank you.
[AGENT][POSITIVE] OK, well, thank you again for calling APL and I hope you have a very nice day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you, bye bye, 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 [PII]. For information and phone numbers for the Beach Street PPO network, please press [PII].
[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 [PII] now or simply stay on the line and someone will assist you. Thank you.
[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] Thank you for calling customer service. This is [PII]. May I have the member's ID number please?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL and the policy number that this provider is calling on is 2543896. And it's regarding part two [PII]. He's needing to check claim status on her.
[AGENT][NEUTRAL] The gentleman's name on the line is [PII].
[CUSTOMER][NEUTRAL] And that was 2543896.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, give me one.
[AGENT][NEUTRAL] Uh-huh. Sure.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And what was the name of the patient?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], there it is.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Date of birth?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you and you have [PII] on the line go ahead and transfer.
[AGENT][POSITIVE] That is correct. OK, [PII]. Well, thank you very much and I hope you have a nice day.
[CUSTOMER][POSITIVE] You're welcome thank you same to you mhm bye.
[AGENT][POSITIVE] Thank you. Thank you. Bye-bye.