AccountId: 011433970860
ContactId: 965a5ae3-3fa6-4545-802c-dbded3ca6d33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284630 ms
Total Talk Time (AGENT): 64349 ms
Total Talk Time (CUSTOMER): 144717 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/965a5ae3-3fa6-4545-802c-dbded3ca6d33_20250506T20:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is Doctor [PII], and I need to speak with someone about getting an EOB from last September.
[AGENT][NEUTRAL] OK, well, I can help you um getting the EOB and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Uh, well.
[CUSTOMER][NEGATIVE] oh jeez right in front of me 01740401.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. Now, it looks like for this policy, their claims are processed through web TPA. Um, did you want me to get a representative to help you with the claim status? We, we don't process the claims for them.
[CUSTOMER][POSITIVE] I got you hey, that would be wonderful if you could.
[AGENT][NEUTRAL] Sure. Um, did you want me to give you the number and transfer or you just want me to transfer you over?
[CUSTOMER][NEUTRAL] Uh, and I'd like the number please.
[AGENT][NEUTRAL] OK. Um, it's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much for your help. I appreciate it.
[AGENT][NEUTRAL] You're welcome. And before I transfer you over, Doctor [PII], was there anything else I can help you with? You're welcome.
[CUSTOMER][POSITIVE] Have a good day. Oh yep.
[CUSTOMER][POSITIVE] No, that's all, thank you.
[AGENT][NEUTRAL] Alright, well thanks for calling APL. Hold on one moment, OK?
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK.
[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.
[CUSTOMER][NEUTRAL] 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] For questions regarding pharmacy services, please contact Caremark at [PII].
[CUSTOMER][NEUTRAL] 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 Beach Street 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?
[AGENT][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.
[AGENT][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?
[AGENT][NEUTRAL] Representative.