AccountId: 011433970860
ContactId: 7cc1fda9-e026-414e-9071-fa91c259839c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367290 ms
Total Talk Time (AGENT): 111866 ms
Total Talk Time (CUSTOMER): 206494 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/7cc1fda9-e026-414e-9071-fa91c259839c_20250122T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], um.
[CUSTOMER][NEUTRAL] I was calling to see if you all received my hospital group indemnity claim form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get a um get a good callback number for you, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and do you have your policy number?
[CUSTOMER][NEUTRAL] It's 217-1067.
[AGENT][NEUTRAL] OK, let me get that pulled up and see what we got going on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I sent it like 2 weeks ago, once I got out of the hospital.
[AGENT][NEUTRAL] OK, so let's see here.
[AGENT][NEUTRAL] Um, can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your mailing address and email please.
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][POSITIVE] I love that. You're a truck driver?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] My, my, I have truck drivers all in my family, so.
[AGENT][POSITIVE] Oh, I love that. That's hilarious.
[CUSTOMER][NEUTRAL] Oh, OK. Yeah, that was, that was easy for you to catch it, huh?
[AGENT][NEUTRAL] Oh yeah, I was like, OK, I'll see what's going on here.
[CUSTOMER][POSITIVE] Yeah, my daughter's a truck driver too. Her email is I love big trucks too.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] That's funny
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh goodness OK so um for any claims questions this actually goes to web TPA um APL handles like your um.
[AGENT][NEUTRAL] I guess you could say like any changes to your information but it's actually not like our bene your benefits are not administered through APL so I'm gonna give you their number but I can also get you transferred.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that number is going to be 866.
[AGENT][NEUTRAL] 975.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 9458.
[CUSTOMER][NEUTRAL] 866-9759
[AGENT][NEUTRAL] 458. Mhm.
[CUSTOMER][NEUTRAL] 458.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][NEUTRAL] OK, you're welcome and uh if there's not anything else that you need from me I'll put you on a brief hold and get you transferred over.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. You're welcome.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] You are on hold.
[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 will assist you. Thank you.
[AGENT][NEUTRAL] Hang on, I'm transferring.
[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 will assist.
[CUSTOMER][NEUTRAL] Due to severe winter weather, you may experience longer wait times. As 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]. Can I get the member ID number?
[AGENT][NEUTRAL] Uh, yes, [PII], uh, just to let you know I actually had one of the members on the other line and I was gonna transfer her over but she hung up so.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, I don't wanna, I don't wanna waste your time or anything, but I didn't wanna just hang up on you, so, um, I did provide her number for her to call with any claims questions. Um, my name is [PII] from APL, and so she, she may be calling you guys but she hung up before I could get her transferred so.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Alright, alright, well thank you.
[AGENT][POSITIVE] You're welcome. Have a great day. Yup.
[CUSTOMER][POSITIVE] It happens. You as well thank you.
[AGENT][POSITIVE] Thanks. Bye.
[CUSTOMER][NEUTRAL] Alright bye bye.