AccountId: 011433970860
ContactId: 846366f6-2f94-489e-9533-f2cd85ed85dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318160 ms
Total Talk Time (AGENT): 67171 ms
Total Talk Time (CUSTOMER): 167860 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/846366f6-2f94-489e-9533-f2cd85ed85dd_20250609T15:33_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII]. I'm calling from provider office checking on claim status. I have two claims.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you. And may I have um the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Our Lady of Lake Regional Medical Center.
[CUSTOMER][NEUTRAL] you
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 01704312.
[AGENT][NEUTRAL] Thank you. One moment, let me pull that information.
[AGENT][NEUTRAL] All right. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], this one in particular has to go to web TPA for claim status. Um, web TPA is the one that handles the claim status for this policy. Um, do you have another policy that I can help you with before I transfer you to WebTPA?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, no, actually they both are, I think first web TPA you can transfer.
[AGENT][NEUTRAL] OK. All right. So let me go ahead and transfer you over. before I transfer you, let me give you the number just in case you need it for future. And that is 1-8669759458. OK. So let me go ahead and transfer you over. Is there anything else before I transfer you, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thank you very much.
[AGENT][POSITIVE] OK. You're welcome. Thank you for calling APO. Have a good day. One moment while I transfer.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to WebTPA, 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 you wish to modify your coverage in any way, please call American Public Life at [PII].
[CUSTOMER][NEUTRAL] [PII] for questions regarding pharmacy services, please contact Caremark at [PII]. 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 [PII] 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?
[CUSTOMER][NEUTRAL] Claim status.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] I can help you check the status of a claim, check eligibility, and more.
[CUSTOMER][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] representative.
[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. OK.
[CUSTOMER][NEUTRAL] Claim status.
[CUSTOMER][NEUTRAL] And that lets you know that and that.
[CUSTOMER][NEUTRAL] Please say your first and last name.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I I think.