AccountId: 011433970860
ContactId: 8f14abf0-71fd-4552-9091-86a7125815ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242089 ms
Total Talk Time (AGENT): 100985 ms
Total Talk Time (CUSTOMER): 115580 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/8f14abf0-71fd-4552-9091-86a7125815ec_20250501T17:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I was just wondering if um my patient has um eligibility for today for urgent care.
[AGENT][NEUTRAL] OK, you're needing to verify the policy is active. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, [PII] from Fastpac Health.
[AGENT][NEUTRAL] OK, [PII], thank you and what is your callback number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and the member's policy number please.
[CUSTOMER][NEUTRAL] It is 01888320.
[AGENT][NEUTRAL] OK, thank you, [PII]. Give me a couple of moments please to get the member's information pulled up.
[AGENT][NEUTRAL] Right, and any information provided would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So on this policy, [PII], there's actually another company that you will need to speak to regarding eligibility.
[AGENT][NEUTRAL] And benefits and that web, no, ma'am, that's web TPA.
[CUSTOMER][NEUTRAL] Is that Aetna?
[CUSTOMER][NEUTRAL] With.
[AGENT][NEUTRAL] I can give you their, mhm.
[CUSTOMER][NEUTRAL] TPA
[AGENT][NEUTRAL] TTPA. Their phone number is [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] And I would be happy to connect you with him if you would like. Uh-huh.
[CUSTOMER][NEUTRAL] OK, I'm gonna repeat that.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Yes ma'am, that is correct. Mhm.
[CUSTOMER][NEUTRAL] And you said a web TPA.
[AGENT][NEUTRAL] Mhm. Webb and then T as in Tom, P as in Peter, A as in apple.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and you say you could connect me?
[AGENT][NEUTRAL] I can.
[CUSTOMER][POSITIVE] Uh, that'd be great, please. Thank you.
[AGENT][POSITIVE] All right. Well, you're very welcome. So, can I help you with anything else before I do that, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that'll be it. Thank you so much for your help.
[AGENT][POSITIVE] Well, you're welcome and thank you for calling APL. I hope you have a nice afternoon.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you. So one moment, please.
[CUSTOMER][NEUTRAL] 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.
[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 and the policy number that the provider is calling on today is 1-888320.
[AGENT][NEUTRAL] They're calling for information on part two [PII].
[AGENT][NEUTRAL] The spouse.
[AGENT][NEUTRAL] And the lady's name that I have on the line is [PII].
[CUSTOMER][NEUTRAL] Mm.