AccountId: 011433970860
ContactId: 8951a338-18e7-4a84-a9f2-395d5ab3353d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283059 ms
Total Talk Time (AGENT): 90508 ms
Total Talk Time (CUSTOMER): 140281 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/8951a338-18e7-4a84-a9f2-395d5ab3353d_20250321T15:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you. Yeah, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, hi [PII], this is [PII]. I was calling because I'm trying to get claim status information on a patient.
[AGENT][POSITIVE] Sure, I'll be more than happy to help you with the claim status. T. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] That number is.
[CUSTOMER][NEUTRAL] 02069024
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] That would be [PII].
[CUSTOMER][NEUTRAL] And the date of birth is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the claims are actually processed um for this product through web TPA. I can give you their phone number and transfer you over to a representative if you like.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] And you said web TPA?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, can I get the first initial of your last name?
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] OK, and I'm ready for that number.
[AGENT][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome. Would you like me to transfer you over?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL and before I transfer, was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right, well have a great weekend. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[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 [PII]. For information and phone numbers for the Beach Street PPO network, please press [PII].
[CUSTOMER][NEUTRAL] For questions concerning pharmacy services, you may contact Caremark at [PII]. To speak to a customer service representative regarding any other issues, please press [PII] now or simply stay on the line and someone will.
[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]. May I have the member's ID number, please?
[AGENT][NEUTRAL] Hi [PII], um, this is [PII] calling with APL. Do you need our member ID number here? I don't.
[AGENT][NEUTRAL] know what it would be for Web CPA, but I have her policy number with us.
[CUSTOMER][NEUTRAL] Let's look it up my name so I don't know if they match or not. What is the last name?
[AGENT][NEUTRAL] It's actually the provider um calling for a claim status. The member's name is, hold on one moment.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII] is [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Date of birth?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yep, [PII], OK, you can go ahead and transfer.
[AGENT][NEUTRAL] All right, hold on one moment and um, can you repeat your name for me? I'm sorry?
[AGENT][NEUTRAL] [PII], [PII], OK. Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] [PII] [PII] mhm.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hello ma'am. Yeah.