AccountId: 011433970860
ContactId: 80e534a3-4026-431e-8b64-cd48ece9fa89
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173839 ms
Total Talk Time (AGENT): 54301 ms
Total Talk Time (CUSTOMER): 72069 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/80e534a3-4026-431e-8b64-cd48ece9fa89_20241230T16:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Pros office to check on a claim status. Can you please help me with that?
[AGENT][NEUTRAL] Yeah, sure, I can assist you with claim status, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. It's
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Policy number is 02362009.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII]'s date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, um, Ms. [PII], this particular policy is managed by Web TPA. So they are the ones that can give you claim status. Um, I can go ahead and transfer you over, I can give you their number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, this is with TPA.
[AGENT][NEUTRAL] Yes, let me transfer you over to WebTPA. This is not WebTPA, OK? So the number is 1-86699-759458. OK. So let me go ahead and put you through with TPA. Is there anything else I'm gonna help you with today before I transfer you?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No, that's all the information needed.
[AGENT][POSITIVE] Alright, well thank you for calling APL. One moment while I transfer. Have a good day.
[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] Please note, your call may be monitored or recorded.