AccountId: 011433970860
ContactId: 812cda30-d84a-421a-bbde-535dd6581aed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 411589 ms
Total Talk Time (AGENT): 119832 ms
Total Talk Time (CUSTOMER): 212930 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/812cda30-d84a-421a-bbde-535dd6581aed_20250512T15:00_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] Good morning [PII], this is [PII] calling from New Orleans Medical [PII] regarding a patient.
[CUSTOMER][NEUTRAL] Can you tell me if the patient has coverage through LabCorp because the doctor ordered some blood work on him and the computer is not verifying his insurance.
[AGENT][NEUTRAL] OK. Did you say your name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell, I'm sorry, spell it for me.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII], I'm so sorry. OK, and you're wanting to verify if there are laboratory benefits on this member's policy?
[CUSTOMER][NEUTRAL] Yes, that's
[CUSTOMER][NEUTRAL] Yeah, through LabCorp.
[CUSTOMER][NEUTRAL] Because the doctor ordered some labs on him and the computer is not verifying his insurance because all that's done electronically.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], I can help you. And what is your callback number?
[CUSTOMER][NEUTRAL] The number is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number, please?
[CUSTOMER][NEUTRAL] You well.
[CUSTOMER][NEUTRAL] Uh, let's see what they got on here.
[CUSTOMER][NEUTRAL] It's 0183.
[CUSTOMER][NEUTRAL] 4041 and it says member ID number, would that be it?
[AGENT][NEUTRAL] I need the number that you just gave me. Yes, the number you gave me is what I need.
[CUSTOMER][NEUTRAL] Mhm, yes, his member ID number.
[AGENT][NEUTRAL] OK, and what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] OK, thank you. So for his policy, [PII], there is another company that you would need to speak to regarding benefits.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I can give you their phone number. I can also transfer you and then there is also another company for the network portion to find out if.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] That is part of their network if it's a covered benefit, and I can provide you that as well.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So the phone number.
[CUSTOMER][NEUTRAL] OK, which one? Give me the first one and the name.
[AGENT][NEUTRAL] For yeah, benefits and eligibility would be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and that is for web TPA.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then the network.
[AGENT][NEUTRAL] Provider is multi plan.
[AGENT][NEUTRAL] And their phone number is [PII].
[CUSTOMER][POSITIVE] [PII]. OK, thank you.
[AGENT][NEUTRAL] Yes ma'am, you're welcome. Now would you like for me to connect you to uh web TPA regarding the benefits first?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, well, I'll be happy to do that. Is there anything else, [PII] that I could help you with there first?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, well thank you for calling APO and I hope that you have a very nice day.
[CUSTOMER][NEUTRAL] OK, you too. Bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Welcome to WebTPA, the administrator for the Limited Benefit Health Insurance program underwritten by American Public Life Insurance Company.
[CUSTOMER][NEUTRAL] 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 you wish to modify your coverage in any way, please call American Public Life at [PII].
[CUSTOMER][NEUTRAL] For questions regarding pharmacy services, please contact Caremark at [PII].
[CUSTOMER][NEUTRAL] Please note using a PPO provider can reduce the amount you pay out of pocket for services you receive.
[CUSTOMER][NEUTRAL] Network discounts continue after you have exceeded the maximum allowed visits, testing days, and hospital confinement days. Please call [PII] to locate a provider in the Beach Street PPO network.
[CUSTOMER][NEUTRAL] This call may be recorded for quality assurance and training purposes.
[CUSTOMER][NEUTRAL] If you are calling on behalf of a hospital, physician, or other provider of services, please say provider or press one now.
[CUSTOMER][POSITIVE] I can help you with things like eligibility, benefits, claim status, and more.
[CUSTOMER][NEUTRAL] How can I help you?
[AGENT][NEUTRAL] Speak to someone.
[CUSTOMER][POSITIVE] I'd be happy to connect you with an agent.
[CUSTOMER][NEUTRAL] Can you first provide a few additional details?
[CUSTOMER][NEUTRAL] Please tell me why you are calling.
[AGENT][NEUTRAL] Benefits.
[CUSTOMER][NEGATIVE] I'm still having trouble understanding.
[AGENT][NEUTRAL] Eligibility and benefits.
[CUSTOMER][NEUTRAL] Let me transfer you to someone who can help, but first I need some additional information.
[CUSTOMER][NEUTRAL] Please say your first and last name.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Please say your first and last name.
[AGENT][NEUTRAL] [PII] with APL.
[CUSTOMER][NEUTRAL] You're calling from [PII].
[CUSTOMER][NEUTRAL] Say yes if this is your preferred callback number.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] You're calling from [PII].
[CUSTOMER][NEUTRAL] Say yes or press.