AccountId: 011433970860
ContactId: 7b7953bf-d1b2-4ede-8d5e-adcaefb46373
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 762080 ms
Total Talk Time (AGENT): 98694 ms
Total Talk Time (CUSTOMER): 123136 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/7b7953bf-d1b2-4ede-8d5e-adcaefb46373_20241230T16:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling about a claim submission.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], do you have the policy number?
[CUSTOMER][POSITIVE] Yes, let me get it for you uh da da da da.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 00778024
[AGENT][POSITIVE] And a good phone number [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Are you calling from a provider's office or are you the policy holder?
[CUSTOMER][NEUTRAL] Provider's office.
[AGENT][NEUTRAL] OK. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], the date of birth is [PII].
[AGENT][NEUTRAL] OK and you said this is for a claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so now the um carrier for the administrator for this policy is Web TPA. What phone number did you dial?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I doubted the um one that say um about claims but it it's not ringing it's not picking up it's not going through at all so.
[AGENT][NEUTRAL] What number was that?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me look back at the back of the card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Oh well that makes sense hey.
[AGENT][NEUTRAL] Yeah, and I can transfer you over there if you would like.
[CUSTOMER][POSITIVE] Yes, thank you so much.
[AGENT][NEUTRAL] Oh, you're welcome. Anything else before we get you transferred, [PII]?
[CUSTOMER][POSITIVE] No ma'am thank you I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day and give me just a moment and I'll get you connected, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Welcome to WTPA.
[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.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm still waiting for a rep to connect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], I don't mind holding the line until they connect or if you want to uh call them back.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Doesn't matter, it's up to you.
[CUSTOMER][NEUTRAL] It doesn't matter, no.
[AGENT][NEUTRAL] OK, I will hold and see. I usually pick up pretty quick.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for calling customer service. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII]. This is [PII] with American Public Life Insurance Company. I have a provider on the line that's wanting to verify claim status. I'm speaking with uh [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] And I have the policy number. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's um 00.
[AGENT][NEUTRAL] 778-024.
[CUSTOMER][NEUTRAL] Um, didn't come up, do it one more time. 00778024.
[AGENT][NEUTRAL] Mhm I think sometimes you'll have to add an extra 0 in the beginning at the front.
[AGENT][NEUTRAL] So try 000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And patient's name?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, there's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, when I've been not, is this for some old claims or something?
[AGENT][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] This is a claim [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] And it is for [PII], right?
[CUSTOMER][NEUTRAL] I'll look it up.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. I got [PII] here. You can transfer her over.
[AGENT][NEUTRAL] OK, I'm gonna go ahead and release the call and then [PII], you can speak directly to [PII], OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Well thank you.
[AGENT][POSITIVE] Uh huh thank you have a good day.
[CUSTOMER][POSITIVE] You do the same thank you.
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And may I have your provider name?
[CUSTOMER][NEUTRAL] Um the provider, um, [PII].
[CUSTOMER][NEUTRAL] Oh SJC Medical Group?
[CUSTOMER][NEUTRAL] SCC
[CUSTOMER][NEUTRAL] SJC SJC.