AccountId: 011433970860
ContactId: 86ad336b-ef53-4f41-8747-73ff8d246f5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410440 ms
Total Talk Time (AGENT): 104386 ms
Total Talk Time (CUSTOMER): 210137 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/86ad336b-ef53-4f41-8747-73ff8d246f5b_20250318T14:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling on behalf of Wellstar Kennerstone Hospital, and I was calling to verify outpatient benefits for a diagnostic mammogram.
[AGENT][POSITIVE] OK, sure, I can assist you with that patient benefits. And may I have a call back? Go ahead.
[CUSTOMER][POSITIVE] And I do apologize, oh.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] No, it's fine. Go ahead, Ms. [PII].
[CUSTOMER][NEUTRAL] Oh, I was just calling to, uh, just wanted to, could you spell your name and the first initial of your last name?
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] and that's direct.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] We have 02344939.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK, before I give you any benefit information, I need to let you know that this is not guarantee of payment, just a verification of coverage. And um let's see, oh, this is a hospital indemnity plan.
[AGENT][NEUTRAL] How do you do with that? OK, let me see.
[CUSTOMER][NEUTRAL] Uh, is this a major medical plan or is it a limited medical plan?
[AGENT][NEUTRAL] It is a limited medical plan and um with this one, we do not handle the benefits here or the claims, it goes through another department, another company. Um, let me go ahead and give you their number and transfer you over, um.
[AGENT][NEUTRAL] It goes to web TPA.
[AGENT][NEUTRAL] And the number is 18669759458.
[AGENT][NEUTRAL] Again, that's 866.
[CUSTOMER][NEUTRAL] I'm sorry, could you repeat the name? There's a break in the phone.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, OK. Sure.
[CUSTOMER][NEUTRAL] You said 8688, go ahead.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK, and do you uh give a reference number for the call?
[AGENT][NEUTRAL] We don't. You can use my name in today's date if you would like, Ms. [PII], and I can go ahead and transfer you over.
[CUSTOMER][POSITIVE] OK. Thank you so much for your help. So, have a great day.
[AGENT][NEUTRAL] You're welcome. Is there anything else before I transfer?
[CUSTOMER][POSITIVE] Uh, no, that will be all. Thank you.
[AGENT][NEUTRAL] OK, you're welcome and thank you for calling APO. One moment while I transfer Mr.
[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]. 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].
[CUSTOMER][NEUTRAL] [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. 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.
[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][POSITIVE] Thank you for calling. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling on behalf.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Uh, the, uh, my name is [PII] and I'm calling on behalf of
[CUSTOMER][NEUTRAL] I'm sorry, I was just putting on my headset. I do apologize. Oh, OK.
[CUSTOMER][POSITIVE] OK I pressed the button too quickly. OK, OK, give me just a second. OK, and thank you for calling customer service. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, Miss. My name is excuse me, my name is Excuse me just one moment.
[CUSTOMER][NEUTRAL] I do apologize, Ms. [PII]. Uh, my name is [PII] and I'm calling on behalf of Wellstar Kennerstone Hospital, and I was calling to verify outpatient benefits for a patient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I have the ID number?
[CUSTOMER][NEUTRAL] Yes, we have 02344939 and [PII], what's the first initial of your last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you. Mhm.
[CUSTOMER][NEUTRAL] And patient's name?
[CUSTOMER][NEUTRAL] [PII]'s name is [PII]. Her date of birth is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And that was [PII], right? That's correct.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Oh, your, the first initial of your last name.
[CUSTOMER][POSITIVE] I'm gonna change that A apple to amazing, amazing, right, I like that.
[CUSTOMER][NEGATIVE] I'm tired of being eaten up.
[CUSTOMER][NEUTRAL] I