AccountId: 011433970860
ContactId: 8bf076cb-bd54-4739-b179-59c3605bce0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 555179 ms
Total Talk Time (AGENT): 185389 ms
Total Talk Time (CUSTOMER): 165167 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/8bf076cb-bd54-4739-b179-59c3605bce0e_20250410T18:45_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, hello. Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And I'm, I'm just calling to see if uh I can have information about vaccines. If uh I just need to do some vaccine, I would like to see if uh the insurance will cover some of it.
[AGENT][NEUTRAL] OK, so you're wanting to find out if vaccines are covered under your policy, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I can help you with that. And what is your callback number, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me the full number again. I must have missed one number.
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] [PII]. Uh-huh.
[CUSTOMER][NEUTRAL] [PII] yes, [PII].
[CUSTOMER][NEUTRAL] 083 9.
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] I'm sorry, my telephone number?
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Uh, policy number, uh
[CUSTOMER][NEUTRAL] Um, it's 02346844.
[AGENT][NEUTRAL] OK, thank you. One moment while I get your policy information pulled up, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Mr. [PII], I will need to verify several things with you first, for security purposes. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Also your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] It's my last name [PII].
[AGENT][NEUTRAL] And that's [PII], is that correct?
[AGENT][NEUTRAL] On the spelling of your last name?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] OK. All right, Mr. [PII]. Yes, sir. That is what I have. So thank you for verifying all of your information. Um, so first off, um, Mr. [PII], have you ever set up your profile in our online portal where you can also have access to your policy information and ID cards?
[CUSTOMER][NEUTRAL] Yeah, that's not.
[CUSTOMER][NEUTRAL] No, I haven't.
[AGENT][NEUTRAL] OK, I will email you the user guide for how to set that up so that you can do that when you have an opportunity, and the email Mr. [PII] will come from [PII], OK? And I will put APL in your subject line now for questions related to your benefits on the type of policy you have, there is another company that you will speak to, and that company is Web.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] TPA.
[AGENT][NEUTRAL] I can give you their phone number and I can also connect you but just in case we were to get disconnected during the transfer you would have their number that you could call directly.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, I'll have the number, but you can transfer directly to me so I can.
[AGENT][NEUTRAL] OK, so you do have the phone number for Web TPA?
[CUSTOMER][NEUTRAL] Uh, it's, it's about.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, well I'll be happy to connect you. Is there anything else that I could help you with first?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Oh, that'll be all. Thank you.
[AGENT][POSITIVE] OK, well thank you again for calling APL and I hope you have a very nice rest of your day.
[CUSTOMER][POSITIVE] OK. You too. Thanks.
[AGENT][POSITIVE] Thank you. Uh-huh, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'm not on a lava.
[CUSTOMER][NEUTRAL] Oh yeah, I cannot transfer you OK OK.
[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] 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 and someone will assist you. Thank you.
[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], this is [PII] with APL. How are you today?
[CUSTOMER][NEUTRAL] Good yourself?
[AGENT][NEUTRAL] Uh looks like that and the caller may have hung up. I had a member on the line to get benefit information. The, the policy number is 2346844.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] But again, I'm not sure it appears that he may have hung up.
[CUSTOMER][NEUTRAL] And that was [PII]. What is the date of birth?
[AGENT][NEUTRAL] [PII], uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Information is loading. I'll just make a note.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And his callback number?
[AGENT][NEUTRAL] Is the one that we show in our system [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. Well, is there anything else you need from me and I'll just release the call to see if he's still there. Again, it doesn't appear that he is, but I'm not 100%.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Got you, no ma'am, that's all thank you.
[AGENT][POSITIVE] OK, well, thank you, [PII], and it was nice speaking to you. Have a nice afternoon.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Thank you same to you, mm bye.
[AGENT][POSITIVE] Thank you so much. Uh-huh, bye-bye.