AccountId: 011433970860
ContactId: 7e6697f0-55ec-4185-bb2d-00351529684f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278670 ms
Total Talk Time (AGENT): 95778 ms
Total Talk Time (CUSTOMER): 92562 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/7e6697f0-55ec-4185-bb2d-00351529684f_20250108T20:51_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]. I'm calling from Columbus Cardiovascular Care, and we have a patient that is wanting to be seen by one of our doctors, but I'm trying to find out if um he's if you got if he's eligible for benefits with us.
[AGENT][NEUTRAL] OK, um, what is your callback number before we are disconnected please, [PII]?
[CUSTOMER][NEUTRAL] Call back it's gonna be [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number please?
[CUSTOMER][NEUTRAL] Policy number is 00990537.
[AGENT][NEUTRAL] OK, let me just repeat that to you. I have that as 00990537.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Thank you for the verification process, [PII], and you're calling to check to see who's active and what benefits are.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][POSITIVE] Correct, yes ma'am.
[AGENT][NEUTRAL] OK, I can give you the effective date. It shows effective as of [PII]. This policy shows active and for benefits I will have to transfer your call to Web TPA. Give me one second, I can provide that number to you and transfer your call as well. One moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, the number for web TPA is 866-975 I'm [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 94
[AGENT][NEUTRAL] 9458.
[CUSTOMER][NEUTRAL] 58 and what was that again? Web what?
[AGENT][NEUTRAL] Web TPA.
[CUSTOMER][NEUTRAL] PPA.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] OK alright one moment for the transfer please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the limited benefit health insurance program under.
[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 member ID number?
[AGENT][NEUTRAL] Yes, [PII], it is 00990537.
[CUSTOMER][NEUTRAL] What's the name?
[AGENT][NEUTRAL] [PII], with date of birth of [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mm hold on.
[CUSTOMER][NEUTRAL] Oh there we go.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And what is your name?
[AGENT][NEUTRAL] My name is [PII]. I have a provider on the line with the name of [PII] She's calling for benefits for the patient.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, would you like that callback number for [PII]?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome one moment please thank you.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you. I have [PII] on the line she's going to assist you further, OK?
[CUSTOMER][POSITIVE] OK, thank you so much [PII].
[AGENT][POSITIVE] You're welcome you have a great day, [PII]. Thank you and take care bye bye.
[CUSTOMER][POSITIVE] You too thank you.